Quality

Question 1

What are the 3 main definitions of quality?

Answer 1

1 - is the product/service free from errors and does it adhere to design specifications?

2 - Is the product/service fit for use?

3 - Does the product/service meet customers’ needs?

Question 2

What are the 4 main types of quality related costs?

Answer 2

1 - Prevention costs; the cost of implementing a quality improvement programme to prevent defects before they occur.

2 - Appraisal costs; cost of quality inspection and testing

3 - Internal failure costs; costs arising from a failure to meet quality standards before the product/service reaches the customer

4 - External failure costs; costs arising from a failure to meet quality standards after the product/service reaches the customer

1 & 2 are costs of conformance

3 & 4 are costs of non-conformance

Question 3

Describe statistical process control (SPC)

Answer 3

Statistical process control (SPC) is a method for measuring and controlling quality during a process.

Quality data is obtained in real-time and plotted on a graph with a pre-determined target and control limits.

Data that falls within the control limits indicates that everything is operating as expected – any variation within the control limits is due to natural variation that is expected as part of a process.

If data falls outside of the control limits, the variation should be investigated and corrective action taken before a defect occurs.

Question 4

Describe Total Quality Management and its 4 fundamental characteristics

Answer 4

1 - Prevention of errors before they occur

2 - Continuous improvement

3 - Real participation by all

4 - Commitment of senior management