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Chapter 3 Specifying quality for tourism and hospitality services > Specifying Quaity > Flashcards

Specifying Quaity Flashcards

1
Q

most people, seem to mean “high quality”

A

“QUALITY”

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2
Q

hard concept to pi down.

A

“QUALITY”

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3
Q

does not object high quality.

A

service provider

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4
Q

embodied in its characteristics

A

service’ quality

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5
Q

may take
the form of quality policy statement.

A

end product of managerial decisions

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6
Q

involves not only the finished product but also the
whole production process.

A

Quality control in production

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7
Q

method checking manufacturing operations to determine how well
these operations adhere to blueprint specifications or dimensions, tolerance, surface
finish and the life, as well as processing, testing, and manufacturing

A

Quality control

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8
Q

possibility that a
product will perform without failure when operated under reasonable conditions through
its normal life.

A

Reliability,

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9
Q

The reliability program is divided into four phases:

A
  1. Design
  2. Testing
  3. Production
  4. Services
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10
Q

Should take into account the intended function of the part, the environment, the stresses to which the
product will be subjected, and the financial capabilities of the customer.

A

Design

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11
Q

case of car manufacturing, durability tests are made on cars on the production line under severe
conditions to deteremine their suitability to the cuntry and to detect areas where impprovements could be made.

A

Testing

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12
Q

the action of making or manufacturing from components or raw materials, or the process of being so
manufactured.

A

Production

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13
Q

The last phase of reliability takes place when the car comes into the possession of the customer who spots weaknesses missed in design and testing.

A

Services

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14
Q

A firm that manufacturing shoes may either produce shoes that fit exceedingly well,

A

Rationale

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15
Q

very stylish, or it can produce satisfactory shoes that give good service and wear moderately well.

A

Rationale

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16
Q

Can products be manufactured based on qualitative properties?

A

YES, but products will be
inefficiently produced (like trial and error which is costly).

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17
Q

operationalize manufacturing.

A
  1. Products within specifications, qualitative such as physical and chemical properties and a definition of
    min and max limits for said properties.
  2. Clear, qualitative processing instructions
  3. Formulas for mixed items
  4. Tools, equipment, methods, system
  5. Engineering plans and drawings, for fabricated items requiring dimension
  6. Operating conditions, temperature, pressure, flow rates, and other conditions needed
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18
Q

The primary control implemetation activity on a day-to-day basis is inspection.

A

INSTRUCTION

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19
Q

specific kind of inspection

A

TESTING

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20
Q

broader term than testing

A

Inspection

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21
Q

METHODS OF CHECKING PRODUCT QUALITY

A
  1. Inspection
  2. Testing
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22
Q

Inspection

A

Visual, Judgemental Broad, Tasting, dealing w/ properties termed as attributes
ex. Garments, Foods

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23
Q

Tasting

A

Specific, Quantified, Involves establishing and chemical properties, deals with properties termed variables

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24
Q

Tasting

A
  1. Raw or purchased materials. For those suppliers with ISO I(international Organization for Standardization founded in 1946) certification, normally attract and maintain big clients.
  2. Work-in-process
  3. Finished products
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25
Q

all purchased items should be inspected to see that they are of the right kind
and quantity and so that damaged or unsatisfactory items can be returned to the supplier and new
ones obtained quickly.

A

INSPECTING PURCHASED ITEMS

26
Q

Regardless of the method used to inspect work in process, the finals inspection of the
product should probably have done by an independent department which does not report to
production supervisors.

A

INSPECTING WORK IN PROCESS

27
Q

PRACTICAL STAGES AT WHHICH IN BEST TO CHHECK QUALITY

A
  1. After a critical operationbecause that’s here trouble is bound to be encountered.
  2. Inspect before a costly operation to prevent unncessary cost on already detective inputs
  3. Inspect before operations that will cover up defects because it will be difficult to see these defects
    after covering up
  4. Inspect before assembly operations which cannot be undone (due to mistake, defects) such aas
    welding parts or mixing paints.
  5. Inspect before storage (including purchased items)
  6. Inspect before operations where faulty material/products may break/jam the machines.
  7. Inspect finished parts/components
  8. Inspect and test finished products
  9. On automatic and semiautomatic machines, inspect first an last pieces of items
28
Q

METHODS OF DISPOSING REJECTED MATERIALS

A
  1. Sell them as “seconds”. Ex. Slightly defectives textile, tires
  2. Salvaged by reworking or re-blending. Ex. Batch types (petroleum)
  3. Non-critical qualities are defective. “accepted” or “passed”
  4. Downgrade. Sell it as lower quality product
  5. “Work away”
    a. Dishonest methods
    b. Combine with good quality ones, a little at a time
29
Q

HOW MANY SAMPLES TO CHECK?

A

Will depend on the economic balance between:
a. Cost of testing vs. risks involved in taking less samples than necessary
b. Ex. There are items which need to be 100% tested like electric wires.

  1. Probability analysis is important because in most cases inspection can and should be done only by
    sampling.
30
Q

WHERE TO INSPECT?

A

Inspection can take a place either at the job or in a central inspection crib.

31
Q

WHERE TO INSPECT? Inspection can take a place either at the job or in a central inspection crib.

A
  1. Floor Inspection
  2. Central Inspection
32
Q

“patrolling”, “roving”, or “first piece” inspection where inspectors move from machine to machines to approve setups

A

Floor Inspection

33
Q

Materials are trucked to a central inspection crib, where they are left to be inspected

A

Central Inspection

34
Q

involved in almost all inspections, even when mechanical devices as
micrometers, gauges, or components are used, because there are always boredline.

A

Judgment

35
Q

REDUCING INSPECTION AVTIVITY

A
  1. Repetitive manual jobs, including inspection can often be mechanized.
  2. Sometimes it is necessary to know a part’s exact size but only that it is between two
    limits and not beyond
  3. Improves the machine or set them properly so that it does not get out of adjustment.
  4. Install a sense of pride in workmanship in each worker, and, within reason, let them
    be responsible for checking their own work and reporting problems as they occur.
36
Q

different approach to the problem of mechanized inspection is to build machines
which check their own work. This is called process control.

A

PROCESS CONTROL

37
Q

sorting inspected parts by size so that over-and undersize parts can be
matched. This is important where parts have to fit together and work as mating parts.

A

SELECTIVE INSPECTION

38
Q

operations is connected at all times to a central computer or has “satellite” or
“distributed” mini or microcomputers located at several key operations which are tied to
the central controlling computer.

A

ONLINE AND ONLINE-REAL-TIME QUALITY MANAGEMENT

39
Q

THREE REASONS WHY THE EMPHASIS ON QUALITY

A
  1. More satisfied customers, customers are happy.
  2. Promotes repeat and increased business, customers buy again.
  3. Contributes to firm’s profitability which translate to job security and makes firm profitable (more
    volumes and less wastage)
40
Q

STEPS IN BASIC QUALITY PROCESSES

A
  • Quality Planning
  • Controls
  • Improvement
41
Q

Controls

A

a. Choose control subject
b. Choose units of measurement
c. Establish measurement
d. Establish standards of performance
e. Interpret the difference (actual vs. standards)
f. Take action on the difference

42
Q

Improvement

A

a. Prove the need for improvement
b. Identify specific projects for improvement
c. Organize to guide the projects
d. Organize for diagnosis, for discovery of cause
e. Diagnose to find the causes
f. Provide remedies
g. Prove that the remedies are effective under operating conditions
h. Provide for control to hold the gains

43
Q

Quality Planning

A

a. Identify the customers, both internal and external
b. Determine customer needs
c. Develop product features that respond on customer needs.
d. Establish quality goals that meet the needs of customer and suppliers alike, and do so at a
minimum combined costs.
e. Develop a process that can produce that need product features.
f. Prove product capability, prove that the process can meet the quality goals under
operating conditions.

44
Q

Imperfection of systems, how well they re implemented and their suitability and
appropriateness.

A

PRACTICAL APPROACHES REGARDING QUALITY SYSTEMS

45
Q

PRACTICAL APPROACHES REGARDING QUALITY SYSTEMS

A
  1. People implementing and monitorig the Basic Quality Systems (BQS) may not be
    reliable.
  2. Fads
  3. Do not be “fashion managers” (lacking ease of expression such resistance to
    change, “yes men”
46
Q

Fads

A

a. MBO (Management By Objectives)
b. QC (Quality Circles)
c. TQM (Total Quality Management)
d. Business re-engineering
e. ROQ (Return on Quality)

47
Q

MBO

A

Management By Objectives

48
Q

QC

A

Quality Circles

49
Q

TQM

A

Total Quality Management

50
Q

ROQ

A

Return on Quality

51
Q

Quality Circle

A
  1. Small group.
  2. Same working unit or work area.
  3. Voluntarily identify and solve problems.
  4. Areas of responsibility.
52
Q

always the cheapest and the flimsiest of
all.

A

Japanese-made products

53
Q

originated the fishbone diagram.

A

Dr. Kaoru Ishikawa,

54
Q

cause and effect diagram which is a
sample graphical tool for organizing a collection of ideas.

A

Dr. Kaoru Ishikawa,

55
Q

Objectives of QCs

A
  1. Reduces errors and enhances quality
  2. Inspires more effective teamwork
  3. Promotes job environment
  4. Increases employee motivation
  5. Creates problem solving capability
  6. Builds problem prevention attitude
  7. Improves company communication
  8. Develops harmonious manager-worker relationship
  9. Promotes personal and leadership development
  10. Develops greater safety awareness
56
Q

STEPS IN QC OPERATION

A
  1. Problem identification
  2. Problem selection
  3. Problem Analysis
  4. Management recommendation
57
Q

ISO 9000

A

series of quality management and assurance standard which define the elements needed to achieve a quality system.

58
Q

WHAT PROMOTED ISO 9000

A

Suppliers had a hard time to justify and explain how products were manufactured to convince buyers.

59
Q

BENEFITS OF ISO 9000

A
  1. Saves money
  2. Ensures satisfied customers
  3. Reduces waste and time-consuming reworking of design and procedures.
  4. Motivates staff because it give job satisfaction
60
Q

remains to be an elusive dream.

A

Quality education

61
Q

Quality education

A

a. Lack of classroom
b. Lack of facilities
c. Lack of teachers
d. Lack of a faculty development program
e. Inadequate pay for teachers and other education personnel
f. A host of other inadequacies

Chapter 3 Specifying quality for tourism and hospitality services (1 decks)

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