Topic 6 Flashcards
Quality
Is the ability of a product or service to consistently meet or exceed customer expectations
Quality control
Is monitoring, testing and correcting quality problems after they occur
Quality assurance
Ensuring a products quality will be good by preventing defects before they occur
The degree to which a product or a service successfully satisfies its intended purpose has four primary determinants:
- Design
- How well the product or service conforms to the design
- Ease of use
- Service after delivery
Product design
Avoid bad product design – discrepancy between customer expectations and management perception of those expectations
– QFD – Product design
Production process design
avoid discrepancy between management perception of product and process design
– Machine is capable if it can meet product characteristics/tolerance
Determinate of quality
• Production: avoid discrepancy between the quality specifications (documented) and their implementation
– Standard Operating Procedures, product specs and tolerances
• Use: ease of use; accurate and effective information (for operating and troubleshooting); aftersales services
Cost of quality
is a methodology to determine the resources used to prevent poor quality, appraise the quality of the products, and deal with internal and external failures.
Cost of quality aspects
Appraisal Costs - inspection, testing, and other activities intended to uncover defective products.
Prevention Costs - attempts to prevent defects from occurring. Internal Failure Costs - fixing problems during production External Failure Costs - fixing problems after delivery to customer
Carts and what they are best to illustrate
- flow chart diagram: a diagram of the steps in a process
- check sheet: a tool for organizing and collecting data; a tally of problems or other events by category
- Histogram: a chart that shows an empirical frequency distribution
Pareto chart: a chart that arranges categories from the highest to lowest frequency of occurrence - Scatter diagram: a graph that shows the degree and direction of the relationship between 2 variables
- control chart: a line of time ordered values of a sample statistic with control limits
- cause and effect diagram: a diagram used to organize the course of a problem
5 whys and Run Charts
• Five why?
– Systematically drilling down to the root cause of a problem – Ask why 5 times
• Run charts:
– Time plot that can be used to track the values of a variable over time. (time series)
Continuous improvement (PDSA or PDCA)
PLAN: analysis of what needs to be improves by taking into consideration areas that gold opportunities for change
DO: implementation of the changes that are decided in in the PLAN step
STUDY: control and measurement of processes and products in accordance to changes made in previous steps and in accordance with policy, goals and requirements on products
ACT: adoption or reduction to the changes or running the PDCA cycle through again
Quality standards
• ISO 9001: an international standard for a quality management system, critical to international business.
• ISO 14001: an international standard for assessing a company’s environmental performance.
• HACCP: Hazard Analysis Critical Control Points – quality management system for food processors.
• CAE and TQM: Canada awards for excellence recognize outstanding excellence by Canadian organizations in various areas such as quality, healthy workplace, innovation and mental health.
Six sigma
is a more sophisticated statistical approach to problem solving and quality improvement. It is a business process for improving quality, reducing costs, and increasing customer satisfaction. Six Sigma has five steps: define, measure, analyze, improve, and control (DMAIC).
