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Operations Management > Lecture 9 - Quality Management > Flashcards

Lecture 9 - Quality Management Flashcards

1
Q

The flow of activities is divided in 4 parts, which ones?

A
  1. Organizational Practices
  2. Quality Principles
  3. Employee fullfillment.
  4. Customer satisfaction
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2
Q

What are the ISO 9000 International Quality Standards? (8 in total)

A

1) Top management leadership
2) Customer satisfaction
3) Continual improvement
4) Involvement of people
5) Process analysis
6) Use of data-driven decision making
7) A systems approach to management
8) Mutually beneficial supplier relationships

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3
Q

What are 4 Costs of Quality?

A
  1. Prevention costs - reducing the potential for defects
  2. Appraisal costs - evaluating products, parts, and services
  3. Internal failure costs - producing defective parts or service before delivery
  4. External failure costs - defects discovered after delivery
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4
Q

What is meant by Total Quality Management (TQM)?

A

► Encompasses entire organization from supplier to customer
► Stresses a commitment by management to have a continuing companywide drive toward excellence in all aspects of products and services that are important to the customer

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5
Q

What are Deming’s Fourteen Points?

A
  1. Create consistency of purpose
  2. Lead to promote change
  3. Build quality into the product; stop depending on inspections to catch problems
  4. Build long-term relationships based on performance instead of awarding business on price
  5. Continuously improve product, quality, and service
  6. Start training
  7. Emphasize leadership
  8. Drive out fear
  9. Break down barriers between departments
  10. Stop haranguing workers
  11. Support, help, and improve
  12. Remove barriers to pride in work
  13. Institute a vigorous program of education and self-improvement
  14. Put everyone in the company to work on the transformation
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6
Q

What are the 7 concepts of TQM?

A

1) Continuous improvement
2) Six Sigma
3) Employee empowerment
4) Benchmarking
5) Just-in-time (JIT)
6) Taguchi concepts
7) Knowledge of TQM tools

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7
Q

What is the PDCA model and what is meant by the 4 steps in it?

A
  1. Plan - Identify the pattern and make a plan
  2. . Do - Test the plan
  3. Check - Is the plan working?
  4. Act - Implement the plan, document
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8
Q

What is meant by Six Sigma?

A
  1. Statistical definition of a process that is 99.9997% capable, 3.4 defects per million opportunities (DPMO)
  2. A program designed to reduce defects, lower costs, save time, and improve customer satisfaction
  3. A comprehensive system for achieving and sustaining business success
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9
Q

What does Six Sigma do?

A
  1. Defines the project’s purpose, scope, and outputs, then identifies the required process information keeping in mind the customer’s definition of quality
  2. Measures the process and collects data
  3. Analyzes the data ensuring repeatability and reproducibility
  4. Improves by modifying or redesigning existing processes and procedures
  5. Controls the new process to make sure performance levels are maintained
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10
Q

What are some TQM tools and what is meant by them?

A
  1. Tools for Generating Ideas
    ► Check Sheet
    ► Scatter Diagram
    ► Cause-and-Effect Diagram
  2. Tools to Organize the Data
    ► Pareto Chart
    ► Flowchart (Process Diagram)
  3. Tools for Identifying Problems
    ► Histogram
    ► Statistical Process Control Chart
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11
Q

What is meant by a Statistical Process Control (SPC)?

A
  1. Uses statistics and control charts to tell when to take corrective action
  2. Drives process improvement
  3. Four key steps
    ► Measure the process
    ► When a change is indicated, find the
    assignable cause
    ► Eliminate or incorporate the cause
    ► Restart the revised process
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12
Q

In terms of TQM In Services, what does service quality perception depend on?

A

1) Intangible differences between products

2) Intangible expectations customers have of those products

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13
Q

What are the three approaches of Quality control approaches?

A

► Statistical Process Control (SPC) - The objective of a process control system is to provide a statistical signal when assignable causes of variation are present
► Process Capability
► Acceptance Sampling

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14
Q

What are Control Charts and what are they used for?

A

Constructed from historical data, the purpose of control charts is to help distinguish between natural variations and variations due to assignable causes

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15
Q

IN terms of x_hat - chart and R-chart, what is difference when between them?

A
  1. The x_hat - chart detects shift in central tendenceny which is something that the R-chart doesn’t. (if the sampling mean alters)
  2. The x_hat - chart doesn’t changes in dispersion which is something that the R-chart does. (if the distribution is wider).
    3.
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16
Q

What are 3 managerial issues with control charts?

A
  1. selecting points in the process that needs SPC
  2. Determine the appropiate charting technique
  3. Set clear and specific SPC policies and procedures
17
Q

What is meant by Process Capability?

A

Process capability is a measure of the relationship between the natural variation of the process and the design specifications

18
Q

What is meant by Process Capability ratio?

A

Cp= [ Upper specification - Lower specification] / (6 * sigma)

► A capable process must have a Cp of at least 1.0
► Does not look at how well the process is centered in the specification range
► Often a target value of Cp = 1.33 is used to allow for off-center processes
► Six Sigma quality requires a Cp = 2.0

19
Q

What is meant by Acceptance Sampling?

A
  1. Form of quality testing used for incoming materials or finished goods
    ► Take samples at random from a lot (shipment) of items
    ► Inspect each of the items in the sample
    ► Decide whether to reject the whole lot
    based on the inspection results
  2. Only screens lots; does not drive quality improvement efforts
20
Q

What is meant by an Operating Characteristic Curve?

A

► Shows how well a sampling plan discriminates between good and bad lots (shipments)
► Shows the relationship between the probability of accepting a lot and its quality level

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