quality management

Question 1

benefits of high quality

Answer 1

motivated and focused workforce
efficiency, not correcting problems 
focus on objectives
comp. advantage
more aligned supply chains
increased profit margins

Question 2

revenue effects of high quality

Answer 2

reputation and brand value
reduced price competition
increased revenue

Question 3

cost effects of high quality

Answer 3

reduced cost of detecting and rectifying errors
reduced cost of compensating customers
increased productivity

Question 4

quality characteristics (services)

Answer 4

reliability
responsiveness
competence
accessibility and convenience
courtesy
communication
credibility
security
knowing the customer
tangibles

Question 5

quality characteristics (manufactured)

Answer 5

performance
features
reliability
conformance
durability
serviceability
aesthetics
safety
other perceptions

Question 6

pareto analysis

Answer 6

suggests most quality problems and costs are the result of a few problems

Question 7

statistical process control

Answer 7

time series plot can indicate if performance is improving/worsening
investigate erratic patterns

Question 8

conformation to specification (achieving quality)

Answer 8

define quality characteristics
define how to measure this
set standards for each characteristic
control quality against standards
find and correct cause of poor quality
continue to make improvements

Question 9

why do we want to move from quality processes to overall quality e.g TQM

Answer 9

to ensure quality is implemented at all times, embedded in culture

Question 10

six sigma

Answer 10

measures deviations from quality specifications

6 sigma is more effective than 1,2,3.. however anything greater than 7 would be too expensive to implement

Question 11

TQM

Answer 11

a philosophy
error detection, solve root causes
ensures quality standards in staff and suppliers

Question 12

ISO certification

Answer 12

a badge of quality ensuring quality systems and standards
good indicator when choosing supplier
qualitative data compared to 6 sigma

Question 13

what is gap 1 of quality

Answer 13

customer of specification and business specification of quality

Question 14

what is gap 2 of quality

Answer 14

management concept of product/service and organisation specification of quality

Question 15

what is gap 3 of quality

Answer 15

product/service and organisation specification of quality

Question 16

what is gap 4 of quality

Answer 16

image of product/service and actual product/service

Question 17

what is gap 5 of quality

Answer 17

customer expectation vs customer perception

Question 18

expectancy-dis-confirmation paradigm

Answer 18

1. establish current customer service performance

2. then compare to expectations to see if they are being met

Question 19

symbols of expectancy-dis-confirmation paradigm

Answer 19

Q=E expectations are confirmed
Q>E expectations positively informed
Q

Question 20

calculation for productvity

Answer 20

output/input

Question 21

calculation for productivity yield

Answer 21

(i) (%G) + (i) (i-%G)(%R)

Question 22

symbols for productivity yield

Answer 22

i = planned no. units started in production process
%G = percentage of good units produced
%R = percentage of defect units that are successfully reworked