Quality Management Flashcards
What are the four types of quality?
Quality - Features and characteristics of a product that meets needs
Quality Management - Controlling activities to meet quality
Quality Assurance - Focus on the way the product is produced
Quality Control - Checking work
What are the four themes of quality?
Commitment - Commitment to quality
Competence - Employee training
Communication - To employees
Continuous improvement
What are the five steps in quality management?
Plan - Plan standards and procedures Monitor - Instruments and techniques Compare - Actual quality against planned Control Action - If standards fall Review the plan - continuous improvement
How do you measure quality? RATER
Reliability - Employee ability to perform the service
Assurance - Employee ability to inspire trust in the customer
Tangibles - staff appearance, facilities, equipment
Empathy - extent of personal service provided
Responsiveness - Employee willingness to help
What are the four perspectives from Kaplan and Norton 1990. COOF
Customer - What do customers expect in quality
Operational Internal - Improve processes
Operational Innovation and learning - improve training/skills
Financial - creating value for shareholders
What are the types of TQM?
Deming (TQM) - Japan - Reducing unpredictability in processes increases quality and productivity
Ouchi (Theory Z) - Combines US and Japan Management practices
Juran (Fitness for use)
Ishikawa (Quality circles) - Worker participation
Crosby (Quality costs) - Motivate individuals
Feignbaum (Total quality control) - Prevention
What are the principle of TQM? PRECEPT
Prevention Right first time Eliminate waste Continuous Improvement Everyone's concern Participation Teamwork and empowerment
Empowerment vs top-down management
Empowerment: employees are likely to know how best to perform their role and to improve quality
top-down management: assumes management is the best qualified to make the decision
What are the tools used in the Kaizen process? (continuous improvement)
The five whys. Keep asking why to raid issues and questions
Fishbone diagrams. Raise problems but still showing the direct route
PDCA (Plan, do, check, act) Act being feedback
Pareto analysis (80/20 rule) Focus on 20% of the most important factors
What are the types of quality costs?
Prevention costs: Design / Training
Appraisal / Inspection costs: Inspection / Customer feedback
Internal failure costs: Scrap material / reworking
External Failure cost: Claims / repairing / goodwill / customer service section
How to implement TQM
Obtain senior management Form a quality steering committee Communicate the change Form quality circles Record all actions
Failures of TQM initiatives
Lack of management buy in
Tail off (poor interest)
Deflection (Other problems to solve first)
Rejection
General cynicism (only interested in themselves)
What are the five S’s in lean production?
Structurise - Introduce order Systemise - Arrange and identify for ease of use Sanitise - be tidy Standardise - revisit the S's Self-discipline - Do the above daily
What is Six Sigma?
is a process designed to help organisations to focus on developing and delivering near-perfect products or services
