Class 12 Flashcards
define: quality
the ability of a product of service to consistently meet or exceed customer expectations
Define: statistical process control
- statistical evaluation of the output of a process during production
- a process to determine if the output of a process is statistically acceptable
list 8 dimensions of product quality
1) performance
2) aesthetics
3) features
4) safety
5) reliability
6) durability
7) perceived quality
8) serviceability
list 7 dimensions of service quality
1) tangibles
2) convenience
3) reliability
4) responsiveness
5) time
6) assurance
7) courtesy
list the 3 costs of poor quality
1) external failure costs - complaints, warranty service, liability and litigation
2) internal failure costs - loss of productivity, failure, inspection and appraisal, prevention
3) loss of business
list the 7 basic quality tools
1) process flow diagram
2) check sheet
3) histogram
4) pareto chart
5) scatter diagram
6) control chart
7) cause and effect diagram
list the 4 types of control charts
- control charts for variables
1) mean control charts - central tendency
2) range control charts - process dispersion - control chart for attributes
3) p-chart - proportion of defectives in a process
4) c-chart - number of defects per unit
list 2 types of variations
1) random variation - natural variations in the output of process, created by countless minor factors
2) assignable variation - a variation whose source can be identified
difference between quality control and quality assurance
- quality control - an activity that evaluates quality characteristics relative to a standard and takes corrective action when they do not meet standards
- quality assurance - an approach to quality management intended to prevent defects rather than finding them after they occur
calcuation
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