Quality Management & Control Flashcards
What are the effects on an organization if its services/goods are of poor quality?
Higher transformation costs (rework, scrap, etc.)
Loss of sales (short term)
Loss of reputation (long term)
Higher warranty costs (returns, repairs, etc.)
Lawsuits
List the Quality Management Process Overview
- Alarm Bell
- Investigate
- Prevent
Explain Control Costs
Control costs are proactive and aim to improve quality.
Are failure costs reactive or proactive?
Failure costs are reactive.
How can the Cost of Quality be improved?
Quality can be improved if money can be moved out of “failure”
costs and into “control” costs (no “new money” needed)
Explain the Traditional View in Proactive Quality Control
The traditional view in proactive quality control includes appraisal, which is evaluating or inspecting. This increases appraisal costs, so quality goes up, but costs also go up. An example is an impaired driving checkstop.
Explain Deming’s View in Proactive Quality Control
Deming’s view in proactive quality control includes prevention, where process quality is increased. This increases quality while minimizing costs. An example is an anti-drinking and driving campaign.
Identify five preventative measures from the Honda video clip.
Doors taken off at start of assembly process
Plastic “film” placed on car exterior at start of assembly process
Materials used in design of product
Magnetic “Label” template for location / level
Ring & watch guards
Define Failsafing (Idiot-Proofing)
Creating a control condition where the customer or employee can only take the correct action while performing the process.
List 3 Examples of Failsafing
Spreadsheet cells are protected from editing
War & Peace Buttons/Labels on Nuclear Weapon
Self-Destructing Syringes
Explain the benefits of checklists in prevention.
Effective and efficient
Formalize previous lessons learned
Share Best Practices
Improvement is typically immediate and significant
What is Six Sigma?
Goal: to reduce process variation to the point where only 3.4 defects per million are produced by a process that involves a high volume of manufactured units or service transactions.
What is the PDCA Cycle?
Plan: The improvement (objectives / specifications)
Do: Implement the improvement plan
Check: Actual results versus planned results
Act: “Adjust” so actual meets planned results
- Developed by Walter Shewhart (1891-1967)
- Principle of continuous improvement
What is ISO 9000?
“Generic management system standards” to provide a single set of standards that people everywhere will recognize and respect. They are process standards, not product standards.
What is ISO 14000?
“Environmental management“ minimizing harm and to achieve continual improvement of its environmental performance.
What is ISO 26000?
Guidance on social and environmental responsibilities, but is not intended as a certification standard.
Describe the characteristics of Pareto Analysis
Distinguishing the vital few (“80/20 rule”)
Gather data on the frequency of various events
Events are ranked in decreasing order of importance
Graph displays:
- Histogram (bar chart) of frequencies
- Line graph of cumulative percentage
Describe the characteristic of Scatter Diagrams
Simply plot data points and visually interpret the results.
What is Acceptance Sampling in Statistical Quality Control (SQC)?
It is a form of appraisal where there is an acceptance or rejection of goods that already exist.
What is Process Control in Statistical Quality Control (SQC)?
Form of prevention that indicates when adjustments should be made.
What is the formula for Sample Range (R)?
Sample Range (R) = Largest X – Smallest X
Describe the Central Limit Theorem
If we calculate sample means rather than just individual observations, then for large n the distribution will tend to normality.
What is a Type I Error?
A Type I Error is when a sample says their is a problem but it’s actually fine. Here, the producer feels the pain, and is characterized as high quality.
What is a Type II Error?
A Type II Error is when a sample says everything is fine when their is actually a problem. Here, the customer feels the pain, and is characterized as low cost.
Define Attribute
Attribute is data which counts. For example, the number of complaints. This is identified using the p-chart.
Define Variables
Variable is data which measures. For example, time spent waiting for a teller. This is identified in the X-Chart and R-Chart.
What is Process Capability?
Process capability measures if a process is in control or not.
Explain the significance of P-Charts
A P-Chart measure Attributes, which are binary measurements (two categories). For example, if a product is defective or not.
Explain the significance of X-Bar and R-Charts
X-Bar and R-Charts measure Variables, which are things that can be measured. For example, the length of time waiting.
How are X-Charts calculated?
Plotting the mean for each point.
How are R-Charts calculated?
Calculating the variability (largest - smallest).
