OM20: Quality Management Flashcards
The 8 Dimensions of Quality
- Performance
- Aesthetics
- Special Features
- Conformance
- Reliability
- Durability
- Perceived Quality
- Serviceability
The 8 Dimensions of Quality: Conformance
how well specifications are met
The 8 Dimensions of Quality: Reliability
Consistency of Performance, dependable performance
Benefits of Quality
- Lower cost
- higher productivity
- enhance reputation
- Increase market share
- ability to raise prices for premium
- greater customer loyalty
- Higher profits
Optimum Quality Level (graph)
Intersection of failure cost (negative) and prevention cost (increasing)
Types of Cost of Quality
- Appraisal Cost
- Prevention Cost
- Internal Failure
- External Failure
Fundamentals of Total Quality Management (TQM)
Everyone in the organization in a continual effort to improve quality and achieve customer satisfaction
- Customer focus
- Continuous Improvement
- Employee involvement/ empowerment
- TeamWork
- Tools and data-driven decision making
- Top Management commitment
Six Sigma
No more than 3.4 defects per million
reduce the occurrence of defects and lower costs
Problem Solving Process of Six Sigma DMAIC
- Define: Set the context and objectives for improvement
- Measure: Determine baseline performance and capability
- Analyze: Use data and tools to understand cause and effect relationship
- Improve: Develop modifications that lead to improvement
- Control: establish plans/ procedures to ensure that improvements are sustained
Cause and Effect/ Fishbone Diagram
- Methods
- Materials
- Manpower
- Machinery
Pareto Chart
A histogram that arranges categories from highest to lowest frequency
- A technique for classifying problem areas according to degree of importance
Run Chart
Tracking results over a period of time
Quality Definition
Ability to consistently meet or exceed customer expectations
8 Dimensions of Service Quality
Convenience Reliability Assurance Responsiveness Courtesy Time Consistency Tangible Expectancy
