ENGT 474 (Quality) - Exam 1 Flashcards
Walter Shewhart
Father of Statistical Quality Control
merged statistics, engineering, and economics
Shewhart cycle and control chart
W Edward Deming
- student of Shewhart/father of TQM - applied first use of spc to non-manufacturing problems, 14 points of management, system of profound knowledge
Joseph Juran
Romainian- American engineer & management consultiant; changed the way organizations thought about quality - integrating management and human side of quality, pareto principle; wrote several books
Kaoru Ishikawa
known for Ishikawa diagram (fishbone); premier pioneer in Japan, translated Juran and Deming’s works; Japanese organizational theorist, Professor at the Faculty of Engineering at The
University of Tokyo
Phil Crosby
translated quality into the language of management - stressed getting things right the first time - 4 absolutes, 0 defects standard;
businessman and author who
contributed to management theory and quality management practices.
Initiated the Zero Defects program at the Martin
Company.
Credited with a 25 percent reduction in overall rejection rate and a 30 percent reduction in scrap costs as Quality manager of the Pershing missile program.
Another word for Shewhart cycle?
PDCA (plan, do, check, act) - for quality projects
What 2 aspects of quality did Shewhart define?
what the customer wants (subjective)
what physical characteristics the product has (objective)
2 sources of process variation?
Common cause - normal fluctuation - expected due to the process
Special cause - uncontrollable influence - outside of the normal process
Shewhart’s fundamental principle?
Once a process is under control, exhibing only controlled variation, future process performance can be predicted, within
limits, on the basis of the past performance
How are control charts plotted, and what do they mean?
Data is plotted on X bar and R charts; shows whether a process is in control or not
What was Demining’s philosophy?
humanistic; problems in a process are due to to flaws in system design, not human error (red bead experiment)
According to Deming, how do you ultimately improve quality?
executives, employees, and management working together to focus on quality for the sake of overall customer satisfaction
Deming’s Economic Chain Reaction
1 improve quality of product & service
2 decreased cost due to less mistakes & rework,
3 productivity increase
4 market captured due to less price & higher quality
5 easier time staying in business
6 more jobs created
Deming’s funnel experiment - what did it show evidence of?
do not tamper; will make the process worse
how to properly improve process without tampering?
Remove the root cause by employing the PDCA cycle
System of Profound knowledge is about what?
Effective leaders having a:
1. knowledge of psychology
2. knowledge of a system
3. knowledge of variation
4. theory of knowledge
What one of Juran’s major philosophies with quality?
paying attention to what was important; felt that leaders must choose those vital few
projects that will have the greatest impact on
improving ability to meet customer needs.
What is the difference between Q and q?
Q - quality performance in all processes
q - manufacturing quality
What was the trinity of quality improvement?
Quality Planning,
Quality Control,
Quality Improvement
Quality Planning?
The process of understanding what
the customer needs and designing all aspects of a system to meet those needs reliably.
Quality Control?
Used to constantly monitor
performance for compliance with the original design standards.
If performance falls short of the standard, plans are put into action to deal quickly with the problem.
Quality Improvement?
Occurs when new, previously un-obtained levels of performance ~ Breakthroughs in quality ~
are achieved!
Dr. Armand Feigenbaum
Originator of modern Total quality; Director of
Manufacturing Operations at General Electric,
and later served as President and CEO of
General Systems Company of Pittsfield,
Massachusetts, an engineering firm that designs
and installs operational systems. Served As President of ASQ. Wrote several books.
Dr. Feigenbaum’s Definition of Quality
customer determination which is based on
the customer’s actual experience with the product or service, measured against his or her requirements—stated or unstated, conscious or merely sensed, technically operational or entirely subjective—always representing a moving target in a competitive market.
