Chapter 5 Quality & Perfomance

Front 1

Process Capability Index, CPK

Back 1

An index that measures the potential for a process to generate defective outputs relative to either upper or lower specifications.

Front 2

Process Capability ratio, CP

Back 2

The tolerance width divided by 6 standard deviations.

Front 3

Quality

Back 3

Term used by customers to describe their general satisfaction with a service or product

Front 4

Quality at the source

Back 4

Philosophy whereby defects are caught and corrected where they were created

Front 5

Quality circles

Back 5

Another name for problem-solving; small groups of supervisors and employees who meet to identify , analyze, and solve process and quality problems

Front 6

Quality engineering

Back 6

An approach originated by Genichi Taguchi that involves combining engineering and statistical methods to reduce costs and improve quality by optimizing product design and manufacturing process.

Front 7

Quality loss function

Back 7

The rationale that a service or product that barely conforms to the specifications is more like a defective service or product than a pefect one

Front 8

R-Chart

Back 8

Monitors process variability

Front 9

Sample Size

Back 9

A quantitiy of randomly selected observations of process outputs

Front 10

Sampling Plan

Back 10

Specifies a sample size, the time between successive samples, and decision rules that determine action should be taken

Front 11

acceptance sampling

Back 11

application of stat tech. to determine whether a quantity of material should be accepted or rejected based on the inspection or test of a sample

Front 12

appraisal costs

Back 12

costs incurred when the firm assess the performance level of its processes

Front 13

assignable causes of variation

Back 13

any variation causing factors that can be identified and elimanted

Front 14

attributes

Back 14

service or product characteristic that can be quickly counted for acceptable performance

Front 15

black belt

Back 15

employee who reached the highest level of training in a six sigma program and spends all of his time teaching and leading teams involved in six sigma projects

Front 16

common causes of variation

Back 16

purely random unidentifiable sources of variation that are unaviodable with the current process

Front 17

continous improvement

Back 17

philosphy of continually seeking ways to improve processes based on a japanese concept called kaizen

Front 18

control chart

Back 18

time ordered diagram that is used to determine whether observed variations are abnormal

Front 19

defect

Back 19

instance when a process fails to satisfy its customer

Front 20

employee empowerment

Back 20

approach to teamwork that moves responsibility for decisions further down the organizational chart to the level of the employee actually doing thejob

Front 21

external failure costs

Back 21

costs that arise when a defect is discovered after the customer receives the srvice or products

Front 22

green belt

Back 22

employee who achieved the first level of training in a six sigma program and spends part of his or her time teaching and helping teams with their projects

Front 23

internal failure costs

Back 23

costs resulting from defects that are discovered during the production of a service or product

Front 24

iso 9000:2000 200

Back 24

set of standards giverning documentation of a quality program

Front 25

iso 14000:2004 200

Back 25

documentation standards that require participating comapnies to keep track of their raw materials use and their generation treatment and disposal of hazardous wastes

Front 26

malcolm baldrige national quailty award

Back 26

award anmed for the late secretary of commerce who was a string proponent of enhancing quality as a means of reducing the trade deficit; the award promotes recognizes and publicizes quality startegies and achievements

Front 27

master black belt

Back 27

full time teahcer and mentor to several black belts

Front 28

nominal value

Back 28

target for design specifications

Front 29

p chart

Back 29

chart used for controlling the proportion of defective services or products generated by the process

Front 30

Self-managed team

Back 30

Small group of employees who work together to produce a major portion, or sometimes all, of a service pr product

Front 31

Six Sigma

Back 31

Comprehensive and flexible system for achieving, sustaining, and maximizing business success by minimizing defects and variability in processes

Front 32

Special-purpose teams

Back 32

Groups that address issues of paramount concern to management, labor, or both

Front 33

Statistical process control, SPC

Back 33

The application of statistical techniques to determine whether a process is delivering what the customer wants

Front 34

Teams

Back 34

small groups of people who have a common purpose, set their own performance goals and spproaches, and hold themselves accountable for success

Front 35

Tolerance

Back 35

An allowance above or below the nominal value

Front 36

Total Quality Management, TQM

Back 36

Philosophy that stresses 3 principles for achieving high levels of process performance and quality;customer satisfaction, employee involvement, and continous improvement in performance

Front 37

Type 1 error

Back 37

Occurs when the employees concludes that the process is out of control based on a sample result that falls outside the control limits, when in fact it was due to pure randomness

Front 38

Type 2 error

Back 38

Occurs when the employee concludes that the process is in control and only randomness is present, when actually the process is out of statistical control

Front 39

Variables

Back 39

Service or product charcteristics, such as weight, length, volume or time, that can be measured

Front 40

plan do study act cycle

Back 40

cycle also called the demng wheel used by firms actively engaged in continous improvement to train their work teams in problem solving

Front 41

preventions costs

Back 41

costs associated with preventing defects before they happen

Front 42

process capability

Back 42

ability of the process to meet the design specfications for a service or product.

Front 43

Warranty

Back 43

Written guarantee that the producer will replace or repair defective parts or perform the service to the customer's satisfaction

Front 44

X- Chart

Back 44

Sees whether the process is generating output, an average, consistent with a target value set by management for the process or whether its current performance, with respect to the average of the performance measure, is consistent with a past performance