Quality Management (8) Flashcards
Joseph Juran
80/20 principle, “fitness for use”
W. Edwards Deming
14 points to total quality management, Plan-Do-Check-Act cycle as the basis for quality improvement
Philip Crosby
zero defects, “conformance to requirements”
Prevention over Inspection
quality must be planned in, not inspected in
Marginal Analysis
refers to looking for the point where the benefits or revenue to be received from improving quality equals incremental cost to achieve that quality. When that point is reached, you should stop trying to improve quality
Continuous Improvement (or Kaizen)
continuously looking for small improvements in quality
Just in Time
keeping inventory close to zero. forces attention to quality
Total Quality Management
encourages companies and their employees to focus on finding ways to continuously improve the quality of their products and practices at every level of organization
responsibility for quality
- entire organization has responsibilities relating to quality;
- project manager has the ultimate responsibility for the quality of the product of the project
- senior management has the ultimate responsibility in the organization as whole
- 85% of the quality problems on a project are attributable to the management environment
Impacts of poor quality
- increased costs
- low morale
- low customer satisfaction
- increased risk
- rework
- schedule delays
Plan Quality - high level description
what is quality? how will we ensure it?
Perform Quality Assurance - high level description
Are we following the procedures and processes as planned?
Perform Quality Control - high level description
Are the results of our work meeting the standards?
Plan Quality Tools/Techniques
- control charts
- flowcharts
- statistical sampling
- checklist
- cost benefit analysis
- cost of quality
- benchmarking
- design of experiments
Perform Quality Assurance Tools/Techniques
- quality audits
- process analysis
- any tools from Plan Quality and Perform Quality Control
Perform Quality Control Tools/Techniques
- seven basic tools of quality
- statistical sampling
- checklists
Seven Basic Tools of Quality
- cause and effect diagram (fishbone, Ishikawa)
- flowchart
- histogram
- pareto chart
- run chart
- scatter diagram
- control chart
Characteristics of Pareto Chart
- help focus attention on the most critical issues
- prioritize potential “causes” of the problem
- separate the critical few from uncritical many
Run chart
trends
Scatter Diagram
whether two variables are related
Histogram
shows what problems are worth dealing with
Fishbone
creative way to look at the causes of a problem, organizes thoughts, generates discussion
1 sigma
68.27%
2 sigma
95.45%
3 sigma
98.73%
6 sigma
99.9999998%
Rule of seven
heuristic, rule of thumb, group of seven data points on one side of the mean results in process being out of control
