Final - Quality Flashcards
quality of design
product-based; degree to which quality dimensions are designed into the product
quality of conformance
producer’s perspective; degree to which a product conforms to required specifications
what comprises a consumer’s perspective of quality?
fitness for use: degree to which a product satisfies customer’s wants
value-based: degree to which a product provides acceptable quality at a reasonable price
American Society for Quality
the totality of features and characteristics that satisfy needs
What are the 3 different perspectives in defining quality?
producer-pov, consumer-pov, product-pov
What are some dimensions of quality from a product standpoint?
performance, features, conformance, reliability, durability, serviceability (ease of getting repairs), aesthetics, safety, perceived quality (reputation and intangibles)
What are some dimensions of quality from a services standpoint? ex. repair service
time and timeliness, accessibility and convenience, accuracy and competence (ex. certifications), completeness, consistency, courtesy, responsiveness to unusual circumstances, communication, security (ex. privacy), credibility, tangibles (ex. how the facility looks/is organized, the employees are neat and professional)
true or false: if the quality index decreases overtime, quality has improved
true
index down = quality up and vice versa
What are two quantitative measures of quality?
product yield, quality index
what are lost sales costs?
the cost of sales lost from word of product defects travelling faster than word of good products
What are some examples of internal failure costs?
costs of scrap, rework, downtime, material losses
What are some examples of external failure costs?
costs of product returns, repairs, recalls, warranty claims, customer complaints, and lost sales costs
True or false: as product quality goes up, failure costs go up
false; failure costs go down
True or false: as internal failure costs go down, external costs go down
true (generally), but some external costs may not decrease
What are appraisal costs?
one of the types of control/good quality costs; costs of testing and inspection (equipment, operators)
What are prevention costs?
one of the types of control/good quality costs; costs of preparing and implementing a quality plan (product/process design, training, information costs)
True or false: As product quality goes up, appraisal costs go down.
True; if products are good quality then less likely to need repairs etc.
True or false: As product quality goes up, prevention costs go down.
False; prevention costs increases since company may invest more into preventing costs therefore your quality is better
“zero-defects” mentality
the idea that as product quality improves, prevention costs increases but only moderately. therefore, the lowest total cost of quality can be achieved when quality reaches 100% with zero defects. this is pretty close to reality
What was the pre-“zero-defects” mentality?
Theory prior to the zero-defects mentality that it is impossible to get 100% quality without having exorbitantly high prevention costs, therefore being infeasible for companies to do so. Has changed since the 1970s.
What are two ways improved quality leads to higher profits?
Increasing sales and lowering quality costs
Why do sales increase with quality improvement?
Improved response
improved reputation
Higher prices (can markup due to quality)
increased market share
Why do costs lower with quality improvement?
Lower rework and scrap (internal failure costs)
Lower warranty and liability (external failure costs)
Increased productivity
process improvement
final product inspection is too late -> must improve the production process
What are the two types of causes that can be eliminated to improve the production process?
common causes ex. poor design, and special causes ex. specific quipment
continuous improvement
a philosophy of never-ending pursuit of high product quality ex. innovation vs kaisen, big jumps vs. small steps, dramatic vs. not dramatic, specialists vs. everyone
quality of design (as a method for process improvement)
built-in quality in the product or service design
QFD
Quality Function Deployment: a tool to translate the customer preferences into specific technical requirements
What are some examples of process improvement tools (6)?
Check sheet
Histogram, pareto chart
Cause-and-effect (fishbone, ishikawa) diagram
Scatter diagram
flow chart
SPC chart
what are 2 common continuous improvement tools
deming wheel and quality circle
Deming Wheel
aka PDSA or PDCA cycle; tool for continual quality improvement
4 stages:
1. Plan: Identify problem and develop plan for improvement
2. Do: Implement plan on a test basis
3. Study/Check: Check to see if plan is working
4. Act: Institutionalize improvement
Quality Circle
team-based approach to continuous quality improvement
Organization, Training, Problem ID, Problem Analysis, Solution, Presentation
Check sheet
fact-finding tool; tally the number of problems
initiates process improvement by recording quality problems
Histogram & pareto chart
histo: shows the frequency of quality problems
pareto: shows % of frequency of problems
both used to prioritize quality problems
Cause-and-effect diagram (fishbone)
identifies all possible areas to which quality problems may be related; good for brainstorming
Scatter diagram
shows the relationship between two variables; good for narrowing down to one cuase
flowchart
focus on where in a process a quality problem might exist by tracing the production process
SPC chart
monitors whether or not the process is in control over time (quality monitoring)
