Lecture 7

Question 1

What does the international organisation for standardisation (ISO) series allow?

Answer 1

standardisation worldwide, accepted over about 100 of the worlds industrial nations

Question 2

Delver of quality increases the chance of

Answer 2

1. retaining existing customers
   2- winning back lost customers
2. win new customers

Question 3

6 quality management concepts

Answer 3

• Quality policy
• Q objectives
• Q assurance
• Q control
• Q audit
• Q program plan

Question 4

What is quality assurance?

Answer 4

a quality system put in place as a way of preventing mistakes/defects in manufactured products and avoiding problems when delivering services/solutions to customers

Question 5

What is quality control?

Answer 5

Process which entitles review of the quality of all factors involved in production: Controls, Competence, Soft elements

Question 6

What is quality audit?

Answer 6

Examination of a quality system

Question 7

The four costs linked with quality are:

Answer 7

• Prevention Costs
• Appraisal costs
• Internal failure costs
• External failure costs

Question 8

What are Prevention Costs?

Answer 8

Up front costs aimed to give satisfaction to customers.

Question 9

What types of things do prevention costs include? (5)

Answer 9

Design review, training, quality planning, survey of vendor and related preventive activities

Question 10

What are Appraisal Costs?

Answer 10

Costs related to the inspection of products

Question 11

What types of things do appraisal costs include? (5)

Answer 11

Environmental Impact Assessment, Lab test, vendor control, in-process testing, internal-external design

Question 12

What types of things do internal failure costs include? (7)

Answer 12

Scrap, rework, repair, downtime, defect evaluation, unacceptable environmental impact and corresponding corrective actions

Question 13

What types of things do external failure costs include? (4)

Answer 13

returns, complaints, inspection by customer, and action to resolve and correct these items

Question 14

Why is important to take a statistical approach to quality control?

Answer 14

To remove decision making from the subjective (personal taste)

Question 15

The initial stage in quality control is identification which includes (2):

Answer 15

1- Data tables : to provide a systematic method for collecting and displaying data
2- Pareto analysis: a special type of histogram to help identify and prioritise problem areas

Question 16

What five analysis tools can be applied to view trends and achieve improvements?

Answer 16

1- Cause and effect analysis
2-Trend analysis (best fit)
3-Control charts (focus on prevention)
4-Scatter diagram
5-Histograms

Question 17

Describe cause and effect analysis

Answer 17

using diagrams to identify the relationship between cause and effect

Question 18

What does process capability measure?

Answer 18

The ability to produce a product that conforms to design specification. It is expressed as a mean value plus/minus 3 standard deviations.

Question 19

what is acceptance sampling?

Answer 19

Statistically identifying optimum frequency of sampling to evaluate process/production

Question 20

what is the purpose of Operating Characteristic (OC) Curves?

Answer 20

• to discriminate between products which are below/meeting quality standards
• to compare sampling plans based upon sampling sizes and acceptance numbers

Question 21

sampling parameters usually entail AQL an LTPD what are these?

Answer 21

• Acceptance quality level - the worst possible mean level which is accepted
• Lot tolerance percent defective level - found at the bottom left axis at 10%, meaning the lower quality is accepted at most 10% of the time

Question 22

Total quality management is key to a companies continued growth and competitive ability what are the two strategies?

Answer 22

Primary - based on improvement within the companies own structure
Secondary- focused on operations and profitability where customer relations is key