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Exam 2 Material Flashcards

1
Q

8 Dimensions of Quality

A
  • Performance *
  • Features
  • Reliability *
  • Durability
  • Conformance
  • Aesthetics
  • Serviceability *
  • Perceived Quality
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2
Q

What is Quality?

A

Conformance to a specification

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3
Q

What is conformance?

A

Following the rules or standards for a product

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4
Q

Without a specification_________

A

there is no basis for measuring quality

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5
Q

What are the Basics of Quality? (6)

A
  • Quality can only be measured against a specification
  • Quality is free
  • Quality can not be inspected into a product
  • All trends must be measured
  • Continuous improvement is the goal
  • Most people think they know quality when they see it
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6
Q

Quality Engineering Breakdown: (4)

A
  • Product Design
  • Process Design
  • Procurement
  • Reliability
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7
Q

Which type of Quality plays a key role in Product Liability issues

A

Quality Engineering

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8
Q

Quality Control Breakdown: (4)

A
  • Manufacturing
  • Packaging
  • Distribution
  • Field Service
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9
Q

What are the Costs of Quality (3)

A
  • Cost of Prevention
  • Cost of Detection/Appraisal
  • Cost of Failure
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10
Q

What are the two types of Cost of Failure

A
  • Internal Failure : Scrap and/or Reworking a Product
  • External Failure : Returns and/or Warranty Costs
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11
Q

Who was Frederick Taylor?

A

Developer of Scientific Management

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12
Q

What is Scientific Management? (A,B,C,D,E)

A

A. A Daily Task - each person in every organization
should have a clearly defined, large task which should
take one day to complete.
B. Standard Conditions - the worker should have standard
tools and conditions to complete the task.
C. High Pay for Success
D. High Cost for Failure
E. Tasks in large, sophisticated organizations should be
made difficult, so as to require skilled workers.

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13
Q

What did Walter A. Shewhart do?

A

Developed Control Chartist track performance over time

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14
Q

What is the PDSA Cycle - Shewhart

A
  • Plan
  • Do
  • Study
  • Act
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15
Q

What is Dr. W. Edwards Deming best known for?

A

The 14 Points of Quality and the 7 Deadly Diseases.

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16
Q

What are the 7 Deadly Diseases?

A

1) Lack of constancy
2) Emphasis on short term profits
3) Performance Evaluation
4) Mobility of Management
5) Visible Number management
6) Excessive Medical costs
7) Excessive costs of liability

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17
Q

What type of control did Deming Advocate for?

A

Statistical Quality Control

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18
Q

What was Dr. Joseph M. Juran known for?

A

Juran Trilogy

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19
Q

What is the Juran Trilogy?

A

1) QUALITY PLANNING
2) QUALITY CONTROL
3) QUALITY IMPROVEMENT

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20
Q

What did Juran emphasize on?

A

The benefits of pursuing quality to reduce costs.

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21
Q

Phillip Crosby believes that______

A

quality is free

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22
Q

Phillip Crosby defined quality as

A

conformance to a specification

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23
Q

Who teaches the Four Fundamentals of Quality?

A

Phillip Crosby

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24
Q

What are the Four Fundamentals of Quality?

A

1) Quality is conformance to specifications
2) Do it right the first time
3) The performance standard is zero defects.
4) The measurement of quality is the cost of quality

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25
Dr. Armand Feigenbaum's belief is_____
Total Quality Control and how quality extends past the Manufacturing department
26
What are the Guru's Common Teachings?
Continuous improvement
27
The Evolution of Quality
1) THE INSPECTION ERA: 2) THE STATISTICAL QUALITY CONTROL ERA 3) THE QUALITY ASSURANCE ERA 4) THE STRATEGIC QUALITY MANAGEMENT ERA
28
IF YOU CAN MEASURE A PROCESS _________
THEN YOU CAN IMPROVE IT
29
Quality Value Perspective
how well of a particular product aligns with user needs
30
Conformance perspective
A quality perspective that focuses on whether or not a product was made or a service was performed as intended
31
What is Total Quality Management
An organization is managed so that it excels in all quality dimensions that are important to customers.
32
TQM Approaches (7)
– Customer focus – Leadership involvement – Continuous improvement – Employee empowerment – Quality assurance – Strategic partnerships – Strategic quality plan
33
What is Customer Focus
Every employee has a customer whose expectations must be met whether internal or external to the company.
34
What is Leadership Involvement
– Change must begin at the top. – Managers should carry the message that quality counts to everyone in the company.
35
What is Continuous Improvement
There will always be room for improvement no matter how well an organization is doing.
36
What is Employee Empowerment
Giving them the tools they need to succeed, type shit
37
What is Quality Assurance
ensuring the quality they are getting is up to the standards of the consumer, type shit
38
What is a Supplier Partnership
The commitment between companies and supply chain partners must be the same.
39
What is a Strategic Quality Plan
plan that provides a vision and measurements for quality
40
TQM vs Six Sigma
Six Sigma takes a much more rigorous statistical approach to improving processes by identifying and eliminating the root cause of defects
41
What is Statistical Quality Control
The application of statistical techniques to quality control
42
Process Capability Ratio
A mathematical determination of the capability of a process to meet certain quality standards
43
What is the formula for Capacity Ratio (Cp)
44
What is the formula for Sigma (Sample and Population)
45
Process Capability Index
A mathematical determination of the capability of a process to meet certain tolerance limits
46
What is the formula for Process Capability Index (Cpk)
47
Six Sigma Quality
A level of quality that indicates that a process is well controlled.
48
What is the Idea of Six Sigma
reduce the variability of a process to such a point that the process capability ratio is greater than or equal to 2
49
Graph for Six Sigma
50
In statistical quality control, what is sampling?
Using carefully selected samples to get a fairly good idea of how well a process is working
51
A good sample is... (2)
- Every outcome has an equal chance of being selected into the sample. This is typically accomplished by taking a random sample from the entire population - The sample size is large enough to not be unduly swayed by any single observation.
52
An Acceptance Sampling is
The process of sampling a portion of goods for inspection rather than examining the entire lot
53
Define Acceptable quality level (AQL)
The maximum defect level at which a consumer would always accept a lot
54
Define Lot tolerance percent defective (LTPD)
The highest defect level a consumer is willing to tolerate
55
Define Consumer's Risks
accepting quality worse than the LTPD level
56
Producer’s risk
The probability of rejecting quality with a better than the AQL level
57
Operating characteristics (OC) curve
The probability of accepting a lot given the actual fraction defective in the entire lot and the sampling plan being used
58
What is ISO 9000?
A family of standards representing an international consensus on good quality management practices
59
Goals of ISO 9000?
– Meet the customer’s quality requirements – Satisfy regulatory requirements, while aiming to: ▪ Enhance customer satisfaction, and ▪ Achieve continual improvement of their performance in pursuit of these objectives
60
What is ISO9001:2015
Establishing a quality management system that provides confidence in the conformance of their products and services to established or specified requirements
61
What is ISO9004:2009
Extension of 9001 to all parties interested or affected by a particular business’s operations
62
What are the 7 Basic Quality Tools?
- Flow Diagrams - Cause and effect diagram (Fish bone) - Pareto Chart - Run Chart - Control Chart - Histogram - Scatter Diagram
63
What is this Diagram?
Flow Diagram
64
What is this Diagram?
Fish Bone Diagram (Cause and effect)
65
What is this Diagram?
Pareto Chart
66
What is this Diagram?
Run Chart
67
What is this Diagram?
Run Chart for Overtime Costs
68
What is this Diagram?
Scatter Diagrams
69
What is this Diagram?
Histogram
70
What is this Diagram?
Control Chart for stable process
71
What is a Flow Diagram Used for?
- Used to Clarify Current knowledge - Used to establish a common way to do something - Used as a training tool - Used to evaluate potential changes
72
What does the Flow Diagram Identify
possible places in the process where defects may originate.
73
What is the Fish Bone / Cause and Effect Diagram
- An organized approach to brainstorming - The outcome is listed to the right (the head of the fish) - Major bones represent major causes of variability in the outcome of interest - Minor bones clarify information about major bones
74
What are Pareto Charts Used for?
- Used to direct attention to the most important problems - Used to measure impact of changes
75
What do run charts do?
- Measures the process of characteristics and are plotted in time order - If the processes are stable, some variability will exist. No patterns will show up
76
Scatter Plot...
Are not widely used due to difficulties explaining or understanding the data
77
What is a Histogram?
In a process setting, care should be taken when looking at histograms (since histograms ignore the order of production) - Histograms do not enable one to judge process stability - Most valuable early in the problem solving process by helping to determine whether or not the date is normally distributed.
78
What does a Control Chart Show?
- All Points are within the control limits - No trends - No clustering of points above or below the center line. - Normal distribution table that has bee turned sideways. The UCL and LCL represent plus or minus three STDEV. - Widely used tool today
79

SCM 301 (5 decks)

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