Topic 8 - Management of Quality Flashcards
Quality
the ability of a product or service to consistently meet or exceed customer expectations.
Quality control
monitoring, testing, and correcting quality problems after they occur.
Quality assurance
Ensuring a products quality will be good by preventing defects before they occur.
W. Edwards Deming Quality Teachings
14 points
Management must fix system
Reduce variation
SPC, PDSA
Joseph M. Juran quality teachings
Fitness-As-use
Triloogy: Planning, control and improvement
Continuous improvement
Cost of Quality
Armand Feigenbaum Quality Teachings
Total Field
Quality at the source
Philip B. Crosby Quality Teachings
Zero defects
Do it right the first time
Quality is free
What are the dimensions of quality - Goods?
*Performance
*Aesthetics
*Special Features
*Conformance
*Reliability
*Durability and Perceived Quality
*Servicability
What are the dimensions of quality - service
*Tangibles
*Convenience
*Reliability/Consistency
*Responsiveness
*Timeliness
*Assurance
*Courtesy/Empathy
What are the determinants of quality?
*Product Design
*Production Process Design
*Production
*Use
What are the 7 basic quality tools?
1) Flow chart Diagram
2) Check sheet
3) Histogram
4) Pareto Chart
5) Scatter Diagram
6) Control Chart
7) Cause-and-effect diagram
Flow chart diagram
A diagram of the steps in a proces
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 highest to lowest frequency of occurence.
Scatter diagram
A graph that shows the degree and direction of the relationship between two variables
Control Chart
A line plot of time-ordered values of a sample statistic (e.g., sample mean) with control limits
Cause-and-effect diagram
A diagram used to organize (categorize) the (possible) cause of a problem; also known as a fishbone idagram
Whats the Six Sigma Process (DMAIC)
Define
Measure
Analyze
Improve
Control
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/TQM
Canada awards for excellence recognize outstanding excellence by Canadian organizations in various areas such as quality, healthy workplace, innovation and mental health.
