total quality mgmt Flashcards
what is quality
-excellence
- conformance to specifications
- fitness for use
- value for price
cost of quality
-prevention costs
- appraisal costs
- internal failure costs
- external failure costs
prevention costs def
associated with the prevention of non-conformities (ex: design of new equipment, training and education, and data analysis)
appraisal cost def
costs of inspection of incoming material
internal failure costs
costs associated with failures detected before being on the market
external failure costs def
costs associated with failures detected by the consumer
3 types of products
- first type: either works or doesnt
- second type: quality is a continuous variables
- third type: lifetime is a continuous variables subject to exogenous factors
4 components of total quality mgmt
-continuous improvement or six sigma
- employee empowerment
- benchmarking
-TQM tools
continous imporvement
- main goal is to reduce the number of defects in manufacturing processes by reducing process variability
- six sigma
- involves every part of the company
DPU and DPO
-counts the number of defects
- defect per unit (DPU) = number of defects in sample/ number of units sampled
- defects per opportunity (DPO) = Number of defects in sample/number of defect opportunities
DPU is always larger than DPO
1% DPU is very bad
Employee empowerment
- getting employees involved in product and process improvements
- techniques: support workers, let workers make important decision, build teams and quality circles, suggestion boxes
benchmarking
internal vs external benchmarking
selecting best practices as a standard for performance:
- what to benchmark
- form benchmark team
- identify benchmarking partners
- collect and analyze benchmarking info
- take action to match or exceed the benchmark
TQM tools
- fishbone diagram
-pareto charts : small number of causes account for most of the problems - statistical process control
Stasticial process control
