Quality Management Flashcards

1
Q

What is quality?

A
  • ‘The totality of features and characteristics of a product, process or service that bear on its ability to satisfy stated or implied needs’
  • Operation’s view of quality: Consistent conformance to customers’ expectations.
  • Customers’ view of quality: Depends on perception. May be unable to judge ‘technical’ specification. Use alternative measures.
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1
Q

Why do we have quality?

A

We only get paid for doing something once. Why do it more than once?

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2
Q

What are the values of quality?

A
  • Difficult to put a value or number to quality.
  • Generally compared to the competition.
  • Quality is one of several attributes to consider Cost Lead time.
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3
Q

What is theory X?

A

Assumes employees are inherently lazy and will avoid work if they can and that they inherently dislike work.

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4
Q

What is theory Y?

A

Assumes employees may be ambitious and self-motivated and exercise self-control and enjoy their mental and physical work.

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5
Q

How to conform to specification in 6 steps?

A

Step 1 – Define the quality characteristics
Step 2 – Decide how to measure each characteristic
Step 3 – Set quality standards for each quality characteristic
Step 4 – Control quality against these standards
Step 5 – Find and correct causes of poor quality
Step 6 – Continue to make improvements

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6
Q

What are the key quality characteristics?

A
  • Functionality
  • Appearance
  • Reliability
  • durability
  • Recovery
  • Contact
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7
Q

What are constraints to quality?

A
  • Operational factors
  • Technology
  • Cost limits
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8
Q

How can someone check things are right every time?

A
  • Where in the operation should a check be carried out? Incoming goods?
  • Should a check be made on every product or service, or take a sample?
  • How should the checks be performed?
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9
Q

What is a type 1 or 11 error?

A

Type 1 - When a decision was made but not warranted.
Type 11 - Occur when nothing was done but needed.

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10
Q

What is quality assurance?

A
  • First issued in 1979.
  • Planned and systematic activities necessary to provide confidence that a product, process or service will satisfy given quality requirements.
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11
Q

What is documentation control?

A
  • Can result in a rigid, inflexible, process-driven approach.
  • Employees are not encouraged to take ownership for improvement.
  • Does not guarantee that the service is better
    Who needs accreditation?
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12
Q

Is accreditation worth it?

A
  • Many companies use it for marketing.
  • Provides book of procedures.
  • Not necessarily better quality.
  • Costly.
  • Bureaucratic.
  • Critical for some industries.
  • Can be viewed as return to rigidity of Taylorism.
  • Put block on individual initiative.
  • Demotivating.
  • Unnecessary ‘policing’ of activities.
  • Criticism of old Quality Control departments.
  • Limits promotion and hiring of those who cannot read.
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13
Q

What is TQM?

A
  • Where attention to quality prevades the whole operation, not just one particular sector, with the driver being top management.
  • Meeting all needs and expectations of customers. Covering all parts of the organisation.
    Including every person in the organisation.
  • Examining all costs which are related to quality.
    Getting things right first time.
  • Developing systems and procedures which support quality and improvements.
  • Developing a continuous process of improvement.
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14
Q

What are the issues with TQM?

A
  • Top management may not be committed to TQM, or there may be a lack of resources.
  • Employees may be afraid of new ways of working.
  • There may not be enough training or education for employees.
  • It can take months or years to adopt TQM practices.
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15
Q

What are the 3 quality cost categeories?

A
  • Prevention: Preventing problems. E.g. training and development of personnel.
  • Appraisal: Controlling quality to see if problems have occurred. E.g. customer surveys and statistical sampling.
  • Failure: The cost of getting it wrong. E.g. lost production, loss of customer goodwill.