quality management

Question 1

What are the 6 quality costs?

Answer 1

Product design and specification
Materials and components
Production
Customer contact
Employee training and motivation
What standards you aiming for?

Question 2

What are the Categories of quality costs

Answer 2

Prevention costs
apprisal costs
internal failure costs
external failure costs

Question 3

What does total quality management include?

Answer 3

all parts of firm
all staff of firm
consideration of all costs
every oppotunity to get things right
all systems that affect quality 
never stops

Question 4

what stage is it best to reduce errors and why?

Answer 4

the concept stage as this is at the start when it costs less to reduce errors as appose to when in the market

Question 5

Where in the process should the inspection take place?

Answer 5

At the start when you receive matierals because otherwise you buy materials that may not be adequate

Question 6

How often should the inspection take place

Answer 6

Before and after process

Question 7

What sample size should be used?

Answer 7

Larger than 30

Question 8

Why is normal distribution more favourable?

Answer 8

Normal distribution presents the percentage of how many falls within the range of error

Question 9

What is refered to as the tolerance limit?

Answer 9

upper and lower tolerance limits (UTL, LTL).

Question 10

is variance wanted? if not why?

Answer 10

A lot of variance makes it hard to detect performance

Question 11

What can indicate whether performance is getting better or worse

Answer 11

Trends

Question 12

How can you understand error in data?

Answer 12

place boundary on data and if data exceeds this boundary there is an error on that part

Question 13

What would you do to the process if it is to close to average?

Answer 13

although this is close to average what we want its to close so there could be an issue with measurements

Question 14

What is it called when you stop the process and there was nothing wrong with it?

Answer 14

Type 1 Error

Question 15

What is Quality?

Answer 15

Quality is conformance to requirements (customers) or specifications (developed by operations manager).

Quality is fitness for use.

Question 16

whats the Difference between expectations and perceptions

Answer 16

Perceptions -how you understand the prouct

Expectation -what want and expect from profuct

Question 17

In the gap model, how are customers expectations shown?

Answer 17

previous expienece - reliable brand

WOM -influenced from others

image of product/service -good marketing campaign

Question 18

What are the Quality characteristics?

Answer 18

Functionality
Appearance 
Reliability 
Durability
Recovery 
Contact

Question 19

Discuss Attribute and Variable measures of quality

Answer 19

Attribute  does it work?
Quality perspectives
Easy to make judgements

Variable meausres  quantitative measure
Use numbers to compare the product
Use numerics to provide statistical anaylsis

Question 20

Can you interchangeably use attributes and variables? How?

Answer 20

Transform variable to attribute
EG: lengh of blade has to be 3m but company accepts 2.95-3.05
Answer is simple: YES WE ACCPEPT

Attribute to variable
Whether staff is struggling
If you want to know you ask people to rate their performance
From this you obtain statistics

Question 21

Describe each category of Quality costs?

Answer 21

Prevention costsCost of activities designed to reduce or stop defects or failures.
Invest in machinery/labour

Appraisal costCost of evaluating the quality achieved
-invest in tests and exams

Internal failure costs.Cost incurred for non-conformance of products, components and materials before sold to customer.
- Incur expenses and time on other products

External failure costsCost incurred for non-conformance after product is sold to customer.
Dealing with complaints
Loss of reputation

Question 22

What is The traditional cost of quality model?

Answer 22

Optimal level of effort needed to provide quality

Past this optimal point any investment (effort) should decrease errors and provide better qulaity products altogther

Question 23

Discuss the need for TQM AND SPC

Answer 23

TQM - fostering an overall environment supportive of quality improvement

SPC, focuses on quality in quantitative engineering terms (e.g. measuring quality and assuring compliance to specification

Both views are needed to formulate an effective quality improvement program. All TQM with no SPC produces talk without substance, while all SPC with no TQM produces number without purpose”