Quality & Risk Management Flashcards
Approaches
Transcendent approach, product perspective approach, user approach, production perspective approach, value approach
What is quality?
Quality from an operations perspective: Consistent conformance to customers’ expectations.
Perceived quality is governed by the gap between customers’ expectations and their perceptions of the product or service.
The perception-expectation gaps
Gap 1: Ensure consistency between internal quality specification and expectation of customers. Main organizational responsibilities are marketing, operations, product/service development
Gap 2: Ensure internal specification meets its intended concept of design. Same main organizational responsibilities
Gap 3: Ensure actual product or service conforms to internally specified quality level. Main organizational responsibility is operations.
Gap 4: Ensure that promises made to customers concerning the product or service can really be delivered. Main organizational responsibility is marketing
Quality characteristics of goods and services
Functionality- how well the product does the job for which it was intended
Appearance: Aesthetic appeal, look and feel etc.
Reliability- consistency of product performance over time
Durability- total useful life of the product
Recovery- Ease with which problems with the product can be resolved
Contact- Nature of the person-to-person contacts that take place
What Total Quality Management includes
- Meeting the needs and expectations of customers
- Includes all parts of the organization
- Includes consideration of all costs
- Includes all the systems that affect quality
- Never stops
Process control charting
If we understand the normal distribution which describes random ariartion when the process is operating normally, then, we can use the distribution to draw the control limits. In this case, the final point is very likely to be caused by an assignable cause i.e. process is likely to be out of control.
How can risk be defined & its characteristics
Change of danger or loss. Characteristics: potential, significance, uncertainty of losses
Risk= P(Loss)x I(Loss)
Definition of all phases
Phase 1: Operation failure
Phase 2: Prevention of risks
Phase 3: Risk mitigation
Phase 4: Recovery
Phase 1: Why systems fail (6 different ones)
Supply, design, organizational, technology & facilities, human, customer
How failure is measured
Both-tub curves and FMEA
Both tub curves
3 stages. Infant-mortality(defective), normal stage(random) and wear out(aging). For example electric lamp failing. High risk in beginning and end.
FMEA
Measuring identified potential sources of failure and examine likelihood of these occurring.
-Likelihood of it occurring
-Consequences
-Likely failure will be detected before it affects customer
Prevention of risks (2)
Fail safeing (Poka Yoke), Maintenance costs: Maintain the operations. Safety, reliability, quality, lower operating costs, longer life span.
Risk mitigation (6)
Mitigation planning, economic, containment(spatial), containment(temporal), loss reduction, substitution
Recovery
What has happened to cause failure, acting to inform, contain & follow up the consequences. Learning to find the root, prevent and plan to avoid it in the future
