Quality Management and Statistical Quality Control Flashcards
What is the basic definition of quality?
The product or service that we acquire satisfies our expectations amply
What is Total Quality Management (TQM)?
Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer
What are the Two Fundamental Operational Goals of Total Quality Management?
- Careful design of the product or service.
- Ensuring that the organization’s systems can consistently produce the design.
What is Cost of Quality (COQ)?
The difference between the actual cost of a product or service and what the reduced cost would be if there were no possibility of substandard service, failure of products, or defects in their manufacture.
What is Design Quality?
Inherent value of the product in the marketplace
What is Conformance Quality?
Degree to which the product or service design specifications are met
What are Appraisal Costs?
Costs of the inspection and testing to ensure that the product or process is acceptable
What are Prevention Costs?
Sum of all the costs to prevent defects
What are Internal Failure Costs?
Costs for defects incurred within the system
What are External Failure Costs?
Costs for defects that pass through the system
What makes up the cost-of-quality analysis?
Prevention costs
Appraisal costs
Internal failure costs
External failure costs
What is Statistical Quality Control (SQC)?
The quantitative aspects of quality management. A number of different techniques designed to evaluate quality from a conformance view.
What is Assignable Variation?
Variation that is caused by factors that can be clearly identified and possibly even managed.
What is Common Variation?
Variation that is inherent in the process itself (also known as random variation)
When ____ is reduced, _____ is improved
variation
quality
What is the Upper Specification?
The maximum acceptable value for a characteristic.
What is the Lower Specification?
The minimum acceptable value for a characteristic.
What does Capable mean?
The mean and standard deviation of the process are operating such that the upper and lower control limits are acceptable relative to the upper and lower specification limits
What are Specification Limits?
Range of variation that is considered acceptable by the designer or customer
What are Process Limits?
Range of variation that a process is able to maintain with a high degree of certainty.
What is Statistical Process Control?
Testing a sample of output to determine if the process is producing items within a preselected range.
What is the Process Capability Index?
ratio of the range of values produced / range of values allowed
shows how well the parts being produced fit into the range specified by the design specifications
> 1 means it is capable
What is Statistical process control?
testing a sample of output to determine if the process is producing items within a preselected range
What are attributes?
Quality characteristics that are classified as either conforming or not conforming.
What is Acceptance Sampling?
Performed on goods that already exist to determine what percentage of the products conform to specifications.
What are the Key elements in quality management?
- Customer satisfaction
- Prevention over inspection
- Management responsibility
- Teamwork
- Continuous improvement
- Contract management
