Quality Management Flashcards
Assurance
knowledge and courtesy of employees, convey trust confidence
Tangibles
appearance of stuff, incl. web pages
responsiveness
prompt
quality of goods characteristics
performance features reliability conformance durability serviceability aesthetics perceived quality
common to service and product quality
reliability
costs of quality
failure - doesn’t meet req.
appraisal - cost to measure quality
prevention - costs to prevent defects
Deming
system, not employees, causes defects
Juran
fitness for use, focus on customer
Crosby
reducing failure saves money
Taguchi
design quality into product, robust design
ishikawa
fishbone diagram, cause effect characteristics
QFD
Quality Function Deployment
transform customer needs into design characteristics
TQM
total quality management
entire org is responsible for quality
Plan Do Check Act
Deming Wheel/Shewhart cycle
Continuous Improvement components
Identify areas for improvement
Methods analysis/problem solving tools
Document improved procedures
building empowered workforce
supportive supervision
transparency through communication
move authority to lowest level possible
benchmarking
compare performance to other companies
set standard based on company that is best in class
SPC tools
Statistical Process Control
Cause and effect diagrams check sheets control charts histograms pareto charts scatter diagrams flow/run charts
fishbone aka
cause and effect
ishikawa
show impact of inputs
check sheet data feed into
histograms
scatter grams
pareto charts
Pareto
descending order
control chart
show process output on a chart
UCL and LCL (upper/lower control limits)
run chart
control chart with common features/scale or central tendency
six sigma error rate
- 4/1M
99. 99966% error free
3 sigma error rate
- 6/1K
99. 74% error free
5 steps of six sigma
Define - project charter, value stream mapping, SIPOC
Measure - process map at each step
Analyze - charts diagrams, determine root cause of variation, FMEA
Improve - change current process, kaizen teams
Control - control plan, SPC, mistake proofing, 5S
5S
Sort Straighten Shine Standardize Sustain
