Quality Management Flashcards
What is the definition of quality?
To meet the needs and expectation of customers
What is Total Quality Management?
A management approach that stresses three principles:
-Customer Satisfaction
-Employee Involvement
-Continuous Improvement
What is the root cause of quality problems?
Variation
What is the statistical process control?
Capability analysis –> Conformance analysis –> Investigating for assignable cause –> Eliminating assignable cause
What is the main aim of capability analysis?
To determine how much variation there is in the process
What is the main aim of conformance analysis?
To determine if the process output is consistently off-target
What is process capability?
The ability of a process to meet the design specifications (USL,LSL) for a service or product
How do you calculate the process capability index?
USL-LSL/6sigma
-Higher index indicates less process variation and better quality
What is a six-sigma process?
A process that has six standard deviations between the mean and the nearest specification limit
What are the benefits of using a six-sigma process?
-Robust to mean shift
-Robust to cumulative processing steps
What is a control chart?
A time orientated diagram used to determine whether observed variations are abnormal
What is common cause variation?
Variation that occurs naturally
What is assignable cause variation
Variation that occurs unnaturally due to a specific event
What are input variables?
Inputs that go into a process
What are environmental variables?
Variables that affect the outcome of a process that are not directly under the control of the operation
