Section #1: Quality

Question 1

Define quality. [4]

Answer 1

1. Economical production of
2. Consistent products which
3. Meet or exceed customer requirements/expectations and conform to
4. Government regulations

> The features and characteristics of a product or service that determine its ability to meet stated or implied needs.

Question 2

Define: Quality Policy.

Answer 2

• The overall quality intentions and direction of an organization with regard to quality, as formally expressed by top management.

Question 3

Define: Quality Management.

Answer 3

• The part of overall management function that determines and implements the quality policy.

Question 4

Define: Quality Assurance

Answer 4

• All those planned and systematic actions necessary to provide adequate confidence in a product’s quality.

Question 5

Define: Quality Control

Answer 5

• The operational techniques and activities that are used to fulfill requirements for quality.

Question 6

Define: Quality System.

Answer 6

• The organizational structure, responsibilities, and procedures used to implement quality management.

Question 7

Define: Quality Plan.

Answer 7

• A document setting out the practices, resources, and sequence of activities relevant to a particular product’s quality.

Question 8

Define: Quality Audit.

Answer 8

• A systematic and independent examination to determine whether quality activities comply with planned arrangements.

Question 9

Define: Quality Surveillance.

Answer 9

• The continuing monitoring and verification of the status of processes, conditions, etc., as well as the analyses of records to ensure that specified requirements for quality are being met.

Question 10

Define: Quality System Review.

Answer 10

• A regular formal, documented, systematic examination of a design to evaluate the design’s ability to meet its requirements. Further, this examination will help identify problems and propose solutions.

Question 11

Discuss consumers expectation of quality.

Answer 11

• Responsibility for quality begins when marketing determines the customer’s quality requirements and continues until the product is received by a satisfied customer.
• ISO definition:
  
  • The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
    
    • A product has good quality when it ‘complies with the requirements specified by the client’.
      
      • A specification is a quantifiable characteristic!

Question 12

List the 8 dimensions of quality.

Answer 12

1. Performance → a product’s primary operating characteristic (e.g., meat is tender when cooked; salad greens are crisp)
2. Features → supplements to a product’s basic functioning characteristics
3. Reliability → a probability of not malfunctioning during a specified period
4. Conformance → the degree to which a product’s design and operating characteristics meet the established standards
5. Durability → a measure of product life
6. Serviceability → the speed and ease of repair
7. Aesthetics → how a product looks, feels, tastes, and smells
8. Reputation → perceived quality as seen by a customer

Question 13

Define Statistical Quality Control. [3]

Answer 13

• Collection, Analysis and Interpretation of data for use in QC activities
• 2 parts:
  
  • Statistical process control
  • Acceptance sampling
• Why statistics?
  
  • Can answer many questions
    
    • How do we know if variability during production is normal?
    • When do we accept or reject lots?
    • How do we know when things are ‘out of control’?
    • How often should we sample?
    • How many samples are required?
  • Gives an objective measurement
• Why do we collect data?
  
  • Action can be taken on a lot or process on the basis of data gained from the samples

Question 14

Recall responsibilities of QC. [3]

Answer 14

• Operational techniques used to fulfill requirements of quality
• Involves verification (detection/inspection)
• QC inspects and reports.

> ISO definition → the operational techniques and activities that are used to fulfill requirements for quality.

Question 15

Recall responsibilities of QA. [2]

Answer 15

• Planned and systematic actions necessary to provide adequate confidence that processes, products and services satisfy requirements of quality.
• QA develops plans to ensure quality for the overall organizational system.

> ISO definition → all those planned and systematic activities implemented to provide adequate confidence that an entity will fulfill requirements for quality.

Question 16

Discuss the use of computers for statistical analysis. [3]

Answer 16

1. Time consuming manual calculations are eliminated
2. Timely and accurate analysis may be performed to diagnose one-time problems or to maintain process control
3. Many practitioners with limited knowledge in advanced statistics can perform their own statistical analyses.

Question 17

List the 7 Quality Tools

Answer 17

1. Flowcharts
2. Cause and effect diagrams
3. Control charts
4. Scatter diagrams
5. Check sheets
6. Histograms
7. Pareto diagrams

Question 18

Discuss the history of QA & QC in food manufacturing from the pre-industrial revolution to the 1970s.

Answer 18

Pre-Industrial Revolution → skilled craftsmen controlled their own quality through pride of workmanship; they were involved in the product from beginning to end

1880s → Frederick Taylor and ‘Scientific Management’; mass production, assembly lines, and division of labour; introduction of work standards and wage incentives

1920s → Shewhart introduces statistical process control; methods based on continual on-line monitoring of process variation; concept of ‘common cause’ and ‘assignable cause’ variability

1930 → Dodge and Romig introduce acceptance and sampling methods; probabilistic approach to predicting lot acceptability based on sampling results; centered on defect detection; concept of acceptable quality level (AQL)

1947 → International Organization for Standardization (ISO) is formed

1950 → Deming introduces statistical process control to Japan

1970s → Many US companies begin losing market share to global competitors

Question 19

How do we measure quality? [2]

Answer 19

• Subjective
  
  • Based on opinions of investigators
  • Usually are sensory methods
• Objective
  
  • Opinions of the investigators are not considered
  • Based on recognized scientific tests

Question 20

List the functions of QC. [6]

Answer 20

1. Establish specifications
2. Develop test procedures
3. Develop sampling schedule
4. Recording and reporting
5. Troubleshooting
6. Training personnel

Question 21

List the functions of QC. [4]

Answer 21

1. Monitor operations to ensure that they meet production standards.
2. Recommend adjustments to the assembly or production process.
3. Inspect, test, or measure products being produced.
4. Discuss inspection results with those responsible for products.

Question 22

Compare QC with QA. [8]

Answer 22

• Quality Control → Quality Assurance
  
  • Product → Process
  • Reactive → Proactive
  • Line function → Staff function
  • Find defects → Prevent defects
  • Walkthrough → Quality Audit
  • Testing → Defining process
  • Inspection → Selection of tools
  • Checkpoint review → Training

Question 23

Discuss the use of computers for process control. [4]

Answer 23

1. Constant product quality, due to reduction in process variation.
2. More uniform startup and shutdown
3. Increased productivity, few people required to monitor process
4. Safer operation for personnel and equipment (fail safe)

Question 24

Discuss the use of computers for test and inspection. [6]

Answer 24

1. Improved test quality
2. Lower operating cost
3. Better report preparation
4. Automated calibration
5. Improved accuracy
6. Malfunction diagnostics

> Disadvantage → high cost

Question 25

Discuss the history of QA & QC in food manufacturing from 1980 to 2019.

Answer 25

**1980 →** Quality revolution begins in America; NBC airs a white paper called 'If Japan Can, Why Can't We?'; Deming hired by Ford as a consultant **1984** → US Government designates October as National Quality Month **1987** → Malcolm Baldridge National Quality Award is established **1990s** → Proliferation of Quality programs: TQM, QFD, Six Sigma, Kaizen, Poke Yoke, Taguchi Methods, Benchmarking, CQI, FMEA, etc. **1993** → Codex Alimentarius publishes HACCP principles. **2000s** → The ISO 9000 series of quality management standards was revised to increase emphasis on customer satisfaction; Global Food Safety Initiative (GFSI) forms **2001** → First international food safety conference held in Geneva Switzerland. GFSI launched. **2014** → GFSI survey to evaluate GFSI's impact on food business operations **2017** → ISO celebrates 70th anniversary **2019** → Safe Food for Canadians Act

Question 26

Define TQM.

Answer 26

* A management philosophy that seeks to integrate all organization functions such as marketing finance, engineering, customer service etc., and focus on meeting customer needs and organizational objectives. * In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. **T** → TOTAL → the involvement and input of everyone **Q** → QUALITY → fully meeting customer needs and requirements all the time **M** → MANAGEMENT → the way we act, operate, and control the way we handle it

Question 27

Discuss history of TQM.

Answer 27

**1930s** → Walter Shewhart developed the methods for statistical analysis and control of quality **1950s** → W. Edwards Deming taught methods for statistical analysis and control of quality to Japanese engineers and executives; this can be considered the ORIGIN of TQM **1950s** → Joseph M. Juran taught the concepts of controlling quality and managerial breakthrough **1950s** → Armand V. Feigenbaum's book Total Quality Control, a forerunner for the present understanding of TQM, was published. **1950s** → Philip B. Crosby's promotion of zero defects paved the way for quality improvement in many companies **1968** → The Japanese named their approach to total quality companywide quality control; it is around the time that the term _quality management system_ arises **1968** → Kaoru Ishikawa's synthesis of the philosophy contributed to Japan's ascendancy as a quality leader. **TODAY** → Quality standards such as the _ISO 9000 series_ and quality award programs such as the Deming Prize and the _Malcolm Baldrige National Quality Award_ specify principles and processes that comprise TQM.

Question 28

Describe the 6 basic principles of TQM.

Answer 28

1. Committed and involved management 2. Customer focus (internal and external) 3. Involve entire work force 4. Continuous improvement 5. Treat suppliers as partners 6. Establish performance measures

Question 29

List Deming's 14 points.

Question 30

Discuss Deming's work.

Answer 30

* He came up with the concepts of joy in work, innovation and cooperation * ‘Win-win’ as opposed to ‘I win - You Lose’ * His ideas include: * Pleasing the customer * Partnering with suppliers * Empowering workers * Managing for quality * Eliminating layers of management and hierarchy * PDCA cycle

Question 31

Describe PCDA cycle.

Answer 31

**Plan** → recognize an opportunity and plan a change; identify and analyze the problem **Do** → develop and implement a solution; test the change; carry out a small-scale study **Check** → review the test, analyze the results an identify what you've learned **Act** → take action based on what you learned in the study step; standardize the solution (and capitalize on new opportunities)

Question 32

Discuss the ‘committed and involved management’ component of TQM.

Answer 32

* Indifference and lack of involvement by senior management are frequently cited as the principal reason for failure of quality improvement efforts. * Management must provide long-term top-to-bottom organizational support.

Question 33

What are the 12 qualities of a good leader?

Answer 33

1. Give priority attention to customers; continually evaluate customers changing requirements 2. Empower subordinates 3. Emphasize improvement rather than maintenance 4. Emphasize prevention 5. Encourage collaboration 6. Train and coach rather than direct and supervise 7. Learn from problems 8. Continually improve communications 9. Continually demonstrate their commitment to quality 10. Choose suppliers on quality not price 11. Establish organizational systems to support the quality effort 12. Encourage and recognize team effort.

Question 34

Describe the ‘customer focus (external and internal)’ component of TQM.

Answer 34

* **Internal customers** are within the company; the colleagues working together for delivering a service or product for the **external customer.** * An **external customer** may be an individual or an enterprise that hires or purchases the product(s) or service(s) from another person or business in exchange of money.

Question 35

Describe the ‘involve entire work force’ component of TQM.

Answer 35

* Management actions and deeds will do more to motivate people than short lived programs

Question 36

Describe the ‘continuous improvement’ component of TQM. Give 5 examples.

Answer 36

* An ongoing effort to improve product, process or any activity that supports production of excellent products. Examples: * Standardization of production processes * Develop standard procedures for cleaning and sanitizing * Improvement in the set-ups of equipment * Reduce waste * Ruduce downtime of equipment * These efforts can seek ‘incremental’ improvement over time _or_ ‘breakthrough’ improvement all at once * Goal is to achieve perfection by continuous improvement of the business and production processes.

Question 37

Describe the ‘treat suppliers as partners’ component of TQM.

Answer 37

* Define product and program requirements * Evaluate potential suppliers and select the best * Conduct joint quality planning and execution * Require statistical evidence of quality * Certify suppliers (ISO) * Conduct joint quality improvement programs * Create and utilize supplier ratings.

Question 38

Discuss ‘establish performance measures’ component of TQM.

Answer 38

* The cost of poor quality → those costs associated with the non achievement of product or service quality as defined by the requirements established by the organization and its contracts with customers and society.

Question 39

When would you use the PDCA cycle?

Answer 39

* As a model for continuous improvement * When starting a new improvement project * When developing a new or improved design of a process, product or service * When defining a repetitive work process * When planning data collection and analysis in order to verify and prioritize problems or root causes * When implementing any change