Quality Flashcards
Total Quality Management (TQM) (3)
Customer Satisfaction
Employee Involvement
Continuous Improvement
Quality
degree of excellence, meeting or exceeding expectations of customers.
Quality includes (2)
high performance design
conformance
Quality is about developing an accurate understanding of….
customer expectations and bridging any gap between expectations and achievement of organization
High Performance Design (4)
capabilities and characteristics customer expects
reliable and durable
good support for customers
any psychological impressions
Conformance
consistency to meet desired specifications
Specific tolerance
range you accept conformance
What leads to specific products and limited variability
high conformance and specific tolerances
Defect
Product failing specifications, standards or satisfying customer
Defects are associated with costs to control
Actual defects or fallouts of defects
Cost of quality (2)
Control and Failure
Control Costs (2)
Prevention and Appraisal
Prevention Costs
Avoiding defects before they happen
Appraisal Costs
recruit someone to assess level of quality attained by the system
Failure Costs (2)
Internal and External
Internal Failure
cost of defects detected during process
Rework
units repaired to achieve conformance
Scrap
units cannot be fixed
External Failure costs
defect reaches customer
Employee Empowerment
assigning responsibility for quality to employees lower in the organizational hierarchy
Quality Circles
small groups of supervision and employee to solve quality problems
Special Purpose Teams
Formed to address a high level concern to management
Self Managing Team
small group takes full ownership over producing a major portion of product service
Plan Do Check Act Cycle
Plan: Identify a problem and develop a plan to improve
Do: Implement a plan on a test basis
Check: is plan working
Act: establish improvement as norm in organization
Plan Do Act Cycle
Supports and helps gradually remove
Supports continuous improvement
activities that do not add value for customer
Six Sigma
minimize defects and variability in process
DMAIC Model (5)
Define
Measure
Analyze
Improve
Control
Statistical Process control
Determine whether out of a process conforms to the product/service design
Attributes and what type of value
characteristics measured qualitatively – discrete values etc defective/non-defective
Variables
characteristics measured quantitatively – continuous values etc weight, length volume
Common Cause Variation
random and generally unavoidable
Assignable Cause Variation:
variation-causing factors, can be identified and eliminated
Organizations can only inspect a _______ rather than
sample of units
complete inspection
Sampling Plan
specifies the size, time between samples and decision rules if action should be taken
Sample size
number of units randomly selected
Average value of SPC graph
central line of graph
UCL
Upper Control Limit
LCL
Lower Control Limit
What do control limits do?
What they represent
What are they observed only with
Represent the max/min values
observe only with random and unavoidable variation
P-Chart
control proportion of defective products
C-chart
control the count of defects per unit/customer
R-chart:
monitor changes in process variability by examining range of particular variable
x-bar-chart
monitor changes in average of the variable
