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34 Cards in this Set
- Front
- Back
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TQM
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managing the entire org so that it excels on all dimensions of products and services that are important to the customer
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2 goals of tqm
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1. careful design of product
2. ensuring that the org systems can consistently produce the design |
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design quality
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inherent value of the product in the mrkt place and is a stategic decision for the firm
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conformance quality
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degree to which the product design specifications are met
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quality at the source
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the person who does the work takes responsibility for making sure that his output meets specification
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cost of quality
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analyses are common in industry and constitute one of the primary functions of QC department
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appraisal costs
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costs of inspection, testing, and other tasks to ensure that the product or process is accepatable
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prevention costs
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sigma costs to prevent defects
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internal failure cost
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cost for defects within system
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external failure cost
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cost of defects that pass through system...warranty replacements and lost good-will
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DPMO
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defects per million opp's
(#defects)(1mil) / (#opps for error per unit)(#units) |
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DMAIC
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define, measure, analyze, improve, control
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PDCA cycle
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plan,do,check, act
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kaizen
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continuous improvement
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opportunity flow diagram
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used to seperate value-added form non-value added steps in a process
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TQM-5 things
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1. customer focus both internal and external
2.continuous improvement 3. employee involement 4. leadership 5. managment by fact..kpi |
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levels of six sigma
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champions, master black belts, black belt, green belts
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types of flow charts 7
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1.process flow
2. pareto 3. fishbone 4. histogram 5. run diagram 6. scatter 7. checklist |
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six sigma practices
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1. executive leaders, champion sponsors
2. corporate wide training 3. stretch objective 4. continuous reinforcement/reward |
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3 certifications of ISO-9000
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1.first party-audits itself
2. 2nd party- customer audits supplier 3. 3rd- qualified auditor certifies |
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external benchmarking
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identify process needing improvement and analyze data
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servqual
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questionaire with 22 expectation and matching perception questions
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Cp
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(USL-LSL)/6sigma
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Cpk
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pick the minimum!!
N-LTL/3sigma or UTL-N/3sigma |
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Cpk greater than or equal to what
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1.3
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six sigma practices
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1. executive leaders, champion sponsors
2. corporate wide training 3. stretch objective 4. continuous reinforcement/reward |
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3 certifications of ISO-9000
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1.first party-audits itself
2. 2nd party- customer audits supplier 3. 3rd- qualified auditor certifies |
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external benchmarking
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identify process needing improvement and analyze data
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servqual
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questionaire with 22 expectation and matching perception questions
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Cp
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(USL-LSL)/6sigma
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Cpk
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pick the minimum!!
N-LTL/3sigma or UTL-N/3sigma |
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Cpk greater than or equal to what
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1.3
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UCL pchart
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pbar + zSp
pbar - zSp |
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other awards
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deming prize -jap
shingo-us us state quality and productivity award-va |
