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Op Management > E3, Ch 12: Six Sigma Quality > Flashcards

E3, Ch 12: Six Sigma Quality Flashcards

1
Q

quality

A

features that conform to meet and exceed customer expectations

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2
Q

quality of ______ determines quality of ______

A

inputs, outputs

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3
Q

internal orientation of quality

A

company measures degree of quality internally, usually based on a KPI

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4
Q

external orientation of quality

A

consumer’s perspective of the degree of quality of a product

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5
Q

ISO 9000

A

parameters in place to ensure products meet quality standards in accordance with regulations/laws

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6
Q

7 General Principles of ISO

A
  1. customer focus
  2. leadership
  3. involvement of people
  4. process approach
  5. continual improvement
  6. factual approach to decision making
  7. mutually beneficial supplier relations
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7
Q

ISO 14000

A

standards related to environmental management

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8
Q

quality function deployment

A

receiving feedback from a customer and implementing that into the next product development

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9
Q

quality audit

A

systemic examination; internal or external audits/auditor

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10
Q

quality management system

A

software system used for measuring process related to quality

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11
Q

5 dimensions of service quality

A
  1. reliability
  2. responsiveness
  3. assurance
  4. empathy
  5. tangibles
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12
Q

reliability in a service product

A

the company performs services accurately/consistently

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13
Q

quality gurus

A

W Edwards Deming (watched 14 points of Edwards Deming in class)
Joseph M Juran

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14
Q

resposiveness

A

willingness/promptness to service you

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15
Q

assurance

A

competency level of service-provider

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16
Q

empathy

A

care by the service-provider

17
Q

tangibles

A

is the physical environment nice?

18
Q

8 dimensions of product quality

A
  1. performance
  2. features
  3. reliability
  4. conformance
  5. durability
  6. service ability
  7. aesthetics
  8. perceived quality
19
Q

performance

A

does the product perform its intended function?

20
Q

features

A

are the products features are as advertised?

21
Q

reliability in a product

A

consistency of product performance OVER TIME

22
Q

conformance

A

is the product designed conforming to preset expectations? (Ex. once you build a house with a contractor, does the house meet those expectations)

23
Q

durability

A

lifespan; wear and tear

24
Q

service ability

A

how easy it is to service/maintain?

25
Q

aesthetics

A

visual appeal

26
Q

perceived quality

A

customer’s subjective perception (ex. An ad of a delicious pizza on TV)

27
Q

internal failure cost

A

costs incurred before product reaches customer
could be rework or repair, reinspection or retesting, etc.

28
Q

external failure cost

A

occurring after product deliverance
such as warranty claims, product recalls, legal expenses, …

29
Q

appraisal costs

A

expense associated w/ assessing quality of products to identify defects/issues
most common in homes

30
Q

prevention costs

A

proactive approach to minimizing failure costs through training/education of employees, etc.

31
Q

total quality management

A

embedding awareness of quality into all organizational processes; quality is everyone’s responsibility

32
Q

2 fundamental operation goals of TQM

A
  1. careful design of the product (where most companies struggle)
  2. ensuring organizational systems can consistently produce design
33
Q

six sigma process

A

define
measure
analyze
improve
control

34
Q

define

A

defining objectives, including project charter, Voice of Customer, and Value Stream Map

35
Q

measure

A

measure and collect data adding details to value stream map

36
Q

analyze

A

analyzing data to identify root causes of defects
includes statistical process control

37
Q

improve

A

implementing solutions through simulations/testing, design of experiments, and Kaizen

38
Q

control

A

refer to slide
standardization, documentation, 5S method

Op Management (17 decks)

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