Section #1: Quality Flashcards
Define quality. [4]
- Economical production of
- Consistent products which
- Meet or exceed customer requirements/expectations and conform to
- Government regulations
> The features and characteristics of a product or service that determine its ability to meet stated or implied needs.
Define: Quality Policy.
- The overall quality intentions and direction of an organization with regard to quality, as formally expressed by top management.
Define: Quality Management.
- The part of overall management function that determines and implements the quality policy.
Define: Quality Assurance
- All those planned and systematic actions necessary to provide adequate confidence in a product’s quality.
Define: Quality Control
- The operational techniques and activities that are used to fulfill requirements for quality.
Define: Quality System.
- The organizational structure, responsibilities, and procedures used to implement quality management.
Define: Quality Plan.
- A document setting out the practices, resources, and sequence of activities relevant to a particular product’s quality.
Define: Quality Audit.
- A systematic and independent examination to determine whether quality activities comply with planned arrangements.
Define: Quality Surveillance.
- 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.
Define: Quality System Review.
- 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.
Discuss consumers expectation of quality.
- 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!
- A product has good quality when it ‘complies with the requirements specified by the client’.
- The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
List the 8 dimensions of quality.
- Performance → a product’s primary operating characteristic (e.g., meat is tender when cooked; salad greens are crisp)
- Features → supplements to a product’s basic functioning characteristics
- Reliability → a probability of not malfunctioning during a specified period
- Conformance → the degree to which a product’s design and operating characteristics meet the established standards
- Durability → a measure of product life
- Serviceability → the speed and ease of repair
- Aesthetics → how a product looks, feels, tastes, and smells
- Reputation → perceived quality as seen by a customer
Define Statistical Quality Control. [3]
- 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
- Can answer many questions
- Why do we collect data?
- Action can be taken on a lot or process on the basis of data gained from the samples
Recall responsibilities of QC. [3]
- 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.
Recall responsibilities of QA. [2]
- 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.
Compare QC with QA. [8]
-
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
Define TQM.
- 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
Discuss history of TQM.
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.
Discuss Deming’s work.
- 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
Describe PCDA cycle.
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)
Describe the ‘customer focus (external and internal)’ component of TQM.
- 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.
Describe the ‘involve entire work force’ component of TQM.
- Management actions and deeds will do more to motivate people than short lived programs
When would you use the PDCA cycle?
- 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
