Final Exam - Chapter 15 Flashcards
Quality management
Quality management refers to systematic policies, methods, and
procedures used to ensure that goods and services are produced
with appropriate levels of quality to meet the needs of customers.
Organizations today integrate quality principles into their
management systems using tools such as TQM, Six Sigma, and
Lean Operating Systems.
The Japanese integrated quality ideas and methods throughout their
organizations and developed a culture of _____ ______ .
continuous improvement
Higher quality leads to ____ _, which leads to ____
Higher quality leads to higher productivity and lower costs, which leads to
improved market share and long-term competitive strength.
❖ “14 Points” philosophy; and Deming Cycle for improvement—Plan, Do, Study Act.
one rule he told us to remember
Eliminate Numerical Quotas
PDCA stands for
Plan–Do–Study–Act (PDSA
PDCA
is an iterative four-step management method used in business for the
control and continuous improvement of processes and products. It is also
known as the Deming Cycle, Shewhart Cycle, or Plan–Do–Study–Act (PDSA
Plan:
Plan: Design or revise business process components to improve
results
Do:
Do: Implement the plan and measure its performance
Check:
Check: Assess the measurements and report the results to decision
makers
Act:
Act: Decide on changes needed to improve the process
ISO 9000
ISO 9000 quality standards were created in 1987 and revised in
1994 and 2000 to improve product quality, improve the quality of
operation’s processes, and provide confidence to organizations and
customers that quality system requirements are fulfilled.
ISO 9000 is ______ recognized
Internationally (and sometimes required to do business in certain countries).
Why firms seek ISO 9000 certification?
• Some firms use ISO 9000 to improve its operations
ISO 9000
◦external quantity
standard
It does not mean their product meet the _____ [test]
standard
ISO 9000 means
It simply means that you have a quality process (standard) or a
documentation that implies your product is a good level [test]
ISO 9000 is warranty standard
What are you concerned for
You’re concerned about quality
learn six sigma - slide 10,11, 12- math shit
-
Total cost of quality (2)
- Control cost
2. Failure costs
Control cost (2)
- Prevention Costs
2. Appraisal Costs
Failure costs (2)
- Internal Failure Costs
2. External Failure cost
Prevention Costs
The cost of planning and executing a project so it is error-free or within an acceptable error range
Appraisal Costs
The cost of evaluating processes and their outputs to ensure quality, including measurement and test equipment costs: capital cost of equipment
Internal Failure Costs
The cost incurred to correct an identified defect before the customer receives the product
- employee injury
External Failure cost
The cost that relates to all errors not detected and corrected before delivery to the customer
The Seven QC Tools
- Flowcharts
- Run Charts and Control Charts
- Checksheet
- Histograms
- Pareto Diagrams
- Cause-and-Effect Diagrams.
- Scatter Diagrams:
Run Charts and Control Charts:
Run Charts and Control Charts: a run chart is a line graph with
data plotted over time; control charts include control limits.
Checksheets:
Checksheets: simple tools for data collection, ensure
completeness.
Histograms:
Histograms: graphically represent frequency of values within a specified group.
Pareto Diagrams:
Pareto Diagrams: separate the vital few from the trivial many causes; provide direction for selecting projects for improvement.
Cause-and-Effect Diagrams:
Cause-and-Effect Diagrams: represent chain of relationships;
often called a fishbone diagram.
Scatter Diagrams:
Scatter Diagrams: graphical component of regression analysis.
• Poka-yoke
• Poka-yoke (mistake-proofing) is a method for mistake-proofing
processes using automatic devices or methods to avoid simple
human error.
Kaizen
Kaizen focuses on small, gradual, and frequent improvements over
the long term with minimum financial investment and with
participation by everyone in the organization.
