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SCM 2160 > Quality > Flashcards

Quality Flashcards

1
Q

Total Quality Management (TQM) (3)

A

Customer Satisfaction
Employee Involvement
Continuous Improvement

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2
Q

Quality

A

degree of excellence, meeting or exceeding expectations of customers.

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3
Q

Quality includes (2)

A

high performance design
conformance

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4
Q

Quality is about developing an accurate understanding of….

A

customer expectations and bridging any gap between expectations and achievement of organization

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5
Q

High Performance Design (4)

A

capabilities and characteristics customer expects
reliable and durable
good support for customers
any psychological impressions

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6
Q

Conformance

A

consistency to meet desired specifications

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7
Q

Specific tolerance

A

range you accept conformance

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8
Q

What leads to specific products and limited variability

A

high conformance and specific tolerances

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9
Q

Defect

A

Product failing specifications, standards or satisfying customer

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10
Q

Defects are associated with costs to control

A

Actual defects or fallouts of defects

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11
Q

Cost of quality (2)

A

Control and Failure

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12
Q

Control Costs (2)

A

Prevention and Appraisal

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13
Q

Prevention Costs

A

Avoiding defects before they happen

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14
Q

Appraisal Costs

A

recruit someone to assess level of quality attained by the system

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15
Q

Failure Costs (2)

A

Internal and External

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16
Q

Internal Failure

A

cost of defects detected during process

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17
Q

Rework

A

units repaired to achieve conformance

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18
Q

Scrap

A

units cannot be fixed

19
Q

External Failure costs

A

defect reaches customer

20
Q

Employee Empowerment

A

assigning responsibility for quality to employees lower in the organizational hierarchy

21
Q

Quality Circles

A

small groups of supervision and employee to solve quality problems

22
Q

Special Purpose Teams

A

Formed to address a high level concern to management

23
Q

Self Managing Team

A

small group takes full ownership over producing a major portion of product service

24
Q

Plan Do Check Act Cycle

A

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

25
Q

Plan Do Act Cycle
Supports and helps gradually remove

A

Supports continuous improvement
activities that do not add value for customer

26
Q

Six Sigma

A

minimize defects and variability in process

27
Q

DMAIC Model (5)

A

Define
Measure
Analyze
Improve
Control

28
Q

Statistical Process control

A

Determine whether out of a process conforms to the product/service design

29
Q

Attributes and what type of value

A

characteristics measured qualitatively – discrete values etc defective/non-defective

30
Q

Variables

A

characteristics measured quantitatively – continuous values etc weight, length volume

31
Q

Common Cause Variation

A

random and generally unavoidable

32
Q

Assignable Cause Variation:

A

variation-causing factors, can be identified and eliminated

33
Q

Organizations can only inspect a _______ rather than

A

sample of units
complete inspection

34
Q

Sampling Plan

A

specifies the size, time between samples and decision rules if action should be taken

35
Q

Sample size

A

number of units randomly selected

36
Q

Average value of SPC graph

A

central line of graph

37
Q

UCL

A

Upper Control Limit

38
Q

LCL

A

Lower Control Limit

39
Q

What do control limits do?
What they represent
What are they observed only with

A

Represent the max/min values
observe only with random and unavoidable variation

40
Q

P-Chart

A

control proportion of defective products

41
Q

C-chart

A

control the count of defects per unit/customer

42
Q

R-chart:

A

monitor changes in process variability by examining range of particular variable

43
Q

x-bar-chart

A

monitor changes in average of the variable

SCM 2160 (11 decks)

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