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SCM 301 > Exam 2 Material > Flashcards

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
Q

Dr. Armand Feigenbaum’s belief is_____

A

Total Quality Control and how quality extends past the Manufacturing department

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26
Q

What are the Guru’s Common Teachings?

A

Continuous improvement

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27
Q

The Evolution of Quality

A

1) THE INSPECTION ERA:
2) THE STATISTICAL QUALITY CONTROL ERA
3) THE QUALITY ASSURANCE ERA
4) THE STRATEGIC QUALITY MANAGEMENT ERA

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28
Q

IF YOU CAN MEASURE A PROCESS _________

A

THEN YOU CAN IMPROVE IT

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29
Q

Quality Value Perspective

A

how well of a particular product aligns with user needs

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30
Q

Conformance perspective

A

A quality perspective that
focuses on whether or not a product was made or a
service was performed as intended

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31
Q

What is Total Quality Management

A

An organization is managed so that it excels in all quality dimensions that are important to customers.

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32
Q

TQM Approaches (7)

A

– Customer focus
– Leadership involvement
– Continuous improvement
– Employee empowerment
– Quality assurance
– Strategic partnerships
– Strategic quality plan

33
Q

What is Customer Focus

A

Every employee has a customer whose expectations must be met whether internal or external to the company.

34
Q

What is Leadership Involvement

A

– Change must begin at the top.
– Managers should carry the message that quality
counts to everyone in the company.

35
Q

What is Continuous Improvement

A

There will always be room for improvement no matter
how well an organization is doing.

36
Q

What is Employee Empowerment

A

Giving them the tools they need to succeed, type shit

37
Q

What is Quality Assurance

A

ensuring the quality they are getting is up to the standards of the consumer, type shit

38
Q

What is a Supplier Partnership

A

The commitment between companies and supply
chain partners must be the same.

39
Q

What is a Strategic Quality Plan

A

plan that provides a vision and measurements for quality

40
Q

TQM vs Six Sigma

A

Six Sigma takes a much more rigorous statistical
approach to improving processes by identifying and
eliminating the root cause of defects

41
Q

What is Statistical Quality Control

A

The application of
statistical techniques to quality control

42
Q

Process Capability Ratio

A

A mathematical determination of the
capability of a process to meet certain quality standards

43
Q

What is the formula for Capacity Ratio (Cp)

A
44
Q

What is the formula for Sigma (Sample and Population)

A
45
Q

Process Capability Index

A

A mathematical
determination of the capability of a process to meet
certain tolerance limits

46
Q

What is the formula for Process Capability Index (Cpk)

A
47
Q

Six Sigma Quality

A

A level of quality that indicates that a process is
well controlled.

48
Q

What is the Idea of Six Sigma

A

reduce the variability of a process to such a point
that the process capability ratio is greater than or equal to 2

49
Q

Graph for Six Sigma

A
50
Q

In statistical quality control, what is sampling?

A

Using carefully selected samples to get a
fairly good idea of how well a process is working

51
Q

A good sample is… (2)

A
  • 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
Q

An Acceptance Sampling is

A

The process of sampling a portion of goods for inspection rather than examining the entire lot

53
Q

Define Acceptable quality level (AQL)

A

The maximum defect level at which a consumer would always accept a lot

54
Q

Define Lot tolerance percent defective (LTPD)

A

The highest defect level a consumer is willing to tolerate

55
Q

Define Consumer’s Risks

A

accepting quality worse than the LTPD level

56
Q

Producer’s risk

A

The probability of rejecting quality with a better than the AQL level

57
Q

Operating characteristics (OC) curve

A

The probability of accepting a lot given the actual fraction defective in the entire lot and the sampling plan being used

58
Q

What is ISO 9000?

A

A family of standards representing an international consensus on good quality management practices

59
Q

Goals of ISO 9000?

A

– 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
Q

What is ISO9001:2015

A

Establishing a quality management system that provides confidence in the conformance of their products and services to established or specified requirements

61
Q

What is ISO9004:2009

A

Extension of 9001 to all parties interested or affected by a particular business’s operations

62
Q

What are the 7 Basic Quality Tools?

A
  • Flow Diagrams
  • Cause and effect diagram (Fish bone)
  • Pareto Chart
  • Run Chart
  • Control Chart
  • Histogram
  • Scatter Diagram
63
Q

What is this Diagram?

A

Flow Diagram

64
Q

What is this Diagram?

A

Fish Bone Diagram (Cause and effect)

65
Q

What is this Diagram?

A

Pareto Chart

66
Q

What is this Diagram?

A

Run Chart

67
Q

What is this Diagram?

A

Run Chart for Overtime Costs

68
Q

What is this Diagram?

A

Scatter Diagrams

69
Q

What is this Diagram?

A

Histogram

70
Q

What is this Diagram?

A

Control Chart for stable process

71
Q

What is a Flow Diagram Used for?

A
  • 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
Q

What does the Flow Diagram Identify

A

possible places in the process where defects may originate.

73
Q

What is the Fish Bone / Cause and Effect Diagram

A
  • 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
Q

What are Pareto Charts Used for?

A
  • Used to direct attention to the most important problems
  • Used to measure impact of changes
75
Q

What do run charts do?

A
  • 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
Q

Scatter Plot…

A

Are not widely used due to difficulties explaining or understanding the data

77
Q

What is a Histogram?

A

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
Q

What does a Control Chart Show?

A
  • 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
Q
A

SCM 301 (5 decks)

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