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108 Cards in this Set
- Front
- Back
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List and explain the eight given dimensions of quality
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performance, reliability, durability, serviceability, aesthetics, perceived quality, conformance to standards, features
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What is the traditional definition of quality? Modern definition?
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traditional: fitness for use
modern: quality is inversely proportional to variability |
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Two general aspects to the traditional definition of quality's "fitness for use"
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quality of design and quality of conformance
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Define "Quality Improvement"
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the reduction of variability in processes and products
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Excessive variability in process performance often results in ___
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waste
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What are some types of quality characteristics that can be considered Critical to Quality (CTQ)?
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Physical, sensory, time orientation
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Define "Quality Engineering"
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the set of operational, managerial, and engineering activities that a company uses to ensure that the quality characteristics of a product are at the nominal or required levels and that the variability around these desired levels is minimum.
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What are some examples of sources in variability?
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Difference in materials, performance and operation of manufacturing equipment, the way operators perform their tasks
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In the application of statistical methods to quality engineering, it's fairly typical to classify data on quality characteristics as either ___ or ___
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variables data: usually continuous measurements
attributes data: usually discrete (counts) |
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Define specifications, in relation to a manufactured product.
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the desired measurements for the quality characteristics of the components and subassemblies that make up the product, as well as the desired values for the quality characteristics in the final product.
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Define specifications, in relation to a service industries
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maximum amount of time to process an order to provide a particular service
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Define "Nominal" or "Target Value"
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the value of a measurement that corresponds to the desired value for that quality characteristic
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Define "USL"
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The largest allowable value for a quality characteristic (upper specification limit)
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Define "LSL"
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The smallest allowable value for a quality characteristic (lower specification limit)
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Define "Nonconforming products"
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products that fail to meet one or more specifications
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A specific type of failure is called a ___
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Nonconformity
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Define "Defects"
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nonconformities that are serious enough to significantly affect the sale or effective use of the product.
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Define "Quality Costs"
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categories of costs that are associated with producing, identifying, avoiding, or repairing products that do not meet requirements.
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In some organizations quality costs are _ or _% of sales, where in others they can be as high as _ or _%
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4-5, 35-40
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What are the four categories of quality costs in a PAF model?
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Prevention, appraisal, internal failure, external failure
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Define "Prevention Costs"
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the costs of all activities specifically designed to prevent poor quality in products or services
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Subcategories of prevention costs:
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quality planning and engineering, new products review, product/process design, process control, burn-in, training, quality data acquisition and analysis
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Define "Appraisal Costs"
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costs associated with measuring, evaluating, or auditing products or services to assure conformance to quality standards and performance requirements.
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Subcategories of appraisal costs:
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inspection and test of incoming material, product inspection and test, materials and services consumed, maintaining accuracy of test equipment
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Define "Internal Failure Costs"
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when products, components, materials, and services fail to meet quality requirements, and this failure is discovered prior to delivery of the product to the customer or the furnishing of a service
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Subcategories of internal failure costs:
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scrap, rework, retest and reinspection, failure analysis, downtime, yield losses, downgrading
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Define "External Failure Costs"
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when the product does not perform satisfactorily after it is delivered to the customer and during or after furnishing of a service to the customer.
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Subcategories of external failure costs
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customer complaints, customer returns, warranty charges, liability costs, indirect costs
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What is the costs of non-conformance (tangible)?
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direct and indirect costs associated with not doing things right the first time - accidents, omissions, errors, poor workmanship, being late
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What are some costs of conformance (preventative measures)?
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inspection of direct hire work, inspection at vendor source of supply, inspection of shipments
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Examples of intangible costs
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Unhappy/dissatisfied customers, employee morale, poor communication/leadership/lack of training
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He worked for western electric, became a consultant to Japanese industries after WWII, recommended the shewhart cycle
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W. Edwards Deming
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What were Demings 14 points?
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constancy of purpose, adopt a new philosophy, do not rely on mass inspection, consider quality in supplier business, continuous improvement, on-the-job training, improve leadership, drive out fear, break down barriers, eliminate targets/slogans/numerical goals, eliminate numerical quotas/work standards, remove barriers that discourage employees from doing their jobs, ongoing program of education, structure in top management
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Demings 14 points have a strong emphasis on ____
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organizational change
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Who wrote/spoke about the seven deadly diseases of management?
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W. Edwards Deming
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What are the seven deadly diseases of management?
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lack of constancy of purpose, emphasis on short-term profile, evaluation of performance, mobility of top management, running a company of visible figures alone, excessive medical costs, excessive legal damage awards
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What are the four steps of the Shewhart Cycle?
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Plan-Do-Check-Act
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What were Deming's 12 obstacles to success?
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new machinery will solve problems, trying to copy existing solutions, "our problems are different", obsolete schools, poor teaching of statistical methods, reliance on inspection, reliance on quality control department, blaming the workforce, false starts, "zero defects", inadequate testing, "anyone that comes to help us must understand all about our business"
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One of the founding fathers of the quality-control and improvement field, worked for Shewhart and AT&T, co-author of the Quality Control Handbook
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Joseph M. Juran
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The juran trilogy focuses on:
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planning, control, and improvement
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Examples of intangible costs
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Unhappy/dissatisfied customers, employee morale, poor communication/leadership/lack of training
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He worked for western electric, became a consultant to Japanese industries after WWII, recommended the shewhart cycle
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W. Edwards Deming
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What were Demings 14 points?
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constancy of purpose, adopt a new philosophy, do not rely on mass inspection, consider quality in supplier business, continuous improvement, on-the-job training, improve leadership, drive out fear, break down barriers, eliminate targets/slogans/numerical goals, eliminate numerical quotas/work standards, remove barriers that discourage employees from doing their jobs, ongoing program of education, structure in top management
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Demings 14 points have a strong emphasis on ____
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organizational change
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Who wrote/spoke about the seven deadly diseases of management?
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W. Edwards Deming
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What are the seven deadly diseases of management?
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lack of constancy of purpose, emphasis on short-term profile, evaluation of performance, mobility of top management, running a company of visible figures alone, excessive medical costs, excessive legal damage awards
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What are the four steps of the Shewhart Cycle?
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Plan-Do-Check-Act
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What were Deming's 12 obstacles to success?
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new machinery will solve problems, trying to copy existing solutions, "our problems are different", obsolete schools, poor teaching of statistical methods, reliance on inspection, reliance on quality control department, blaming the workforce, false starts, "zero defects", inadequate testing, "anyone that comes to help us must understand all about our business"
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One of the founding fathers of the quality-control and improvement field, worked for Shewhart and AT&T, co-author of the Quality Control Handbook
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Joseph M. Juran
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The juran trilogy focuses on:
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planning, control, and improvement
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Contributed to the study of motion and work design
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Frank Gilbreth
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The assembly line, developed mistake-proof assembly concepts
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Henry Ford
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Introduced T-Distribution
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W.S. Gosset
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Technical Inspection Association later became the ___
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Institute of Quality Assurance
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Introduced a control chart concept, often considered the formal beginning of statistical quality control
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W.A. Shewhart
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developed statistically based acceptance sampling as an alternative to 100% inspection
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H.F. Dodge and H.G. Roming
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What two organizations were formed in 1946?
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ASQC: promotes the use of quality improvement techniques for all types of products and services
ISO |
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published fundamental work on using designed experiments and response surface methodology for process optimization
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G.E.P. Box and K.B. Wilson
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Define "Technometrics"
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A journal of statistics for the physical, chemical, and engineering sciences, published in 1959
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The U.S. manned spaceflight program makes industry aware of the need for ____ products. The field of ___ grows from this starting point
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Reliability engineering
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There are three major areas in quality improvement:
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statistical process control, design of experiments, acceptance sampling
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Design of experiments is extremely helpful in discovering the ___ influencing the ___ of interest in the process
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key variables, quality characteristics
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One major type of design of experiment is the ___
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factorial design
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Define "Acceptance Sampling"
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the inspection and classification of a sample of units selected at random from a larger batch or lot and the ultimate decision about disposition of the lot, usually occurs at two points: incoming raw materials or components, or final production
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Modern quality assurance systems usually place less emphasis on ___ and attempt to make ___ and ___ the focus of their efforts
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acceptance sampling, SPC, designed experiments
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The effective management of quality involves successful execution of three activities:
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quality planning, quality assurance, quality control & improvement
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Define "Quality Assurance"
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the set of activities that ensure the quality levels of products and services are properly maintained and that the supplier and customer quality issues are properly resolved.
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Quality system documentation involves four components:
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policy, procedures, work instructions and specifications, records
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Define "Quality Control and Improvement"
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the set of activities used to ensure that the products and services meet requirements and are improved on a continuous basis
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Since ___ is often a major source of poor quality, ___ are the major tools of quality control and improvement
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variability, statistical techniques
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Quality improvement is often done on a ___ basis
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project-by-project
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Quality control is the ___ and quality assurance is the ___ that verifies they have been met
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standards, process
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In the manufacturing industry the major functions of quality control are
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control of incoming materials, monitoring of production processes, testing of the finished product
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What is the major drawback of random sampling and testing by inspection of finished works?
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it identifies the mistakes after the event.
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Quality assurance is oriented towards ___ of quality deficiencies
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prevention
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In ISO 9001:2000, the term "quality assurance" was replaced by ___
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quality management
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Who are the three leaders of quality improvement?
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Deming, Juran, Feigenbaum
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introduced the concept of companywide quality control in his book "Total Quality Control", proposed a three-step approach to improving quality
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Armand Feigenbaum
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Feigenbaum's three step approach to improving quality:
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quality leadership, quality technology, organizational commitment
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Three similarities between the philosophies of Deming, Juran, and Feigenbaum:
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importance of quality as an essential competitive weapon, role that management must play, importance of statistical methods
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Define TQM
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strategy for implementing and managing quality improvement activities on an organizationwide basis
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What company developed the Six-Sigma program?
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Motorola
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TQM has whose philosophies as focal points?
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Deming and Juran
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According to TQM, good performance requires the three hard management necessities:
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planning, processes, people
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What is the purpose of TQM?
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provide a product/service to customers to increase productivity and lower cost
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TQM requires six basic concepts:
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leadership, customer satisfaction, employee involvement, continuous process improvement, supplier partnership, performance measures
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TQM starts with ___
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top management
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What are the four phases of TQM:
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Exploration and commitment, planning and preparation, implementation, sustaining
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The key to an effective TQM program is its ___
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focus on the customer
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There are two distinct types of customers:
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external and internal
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Four step framework for implementation of TQM:
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vision, goals, strategies, and mission identified
identify CSF (critical success factors) and KPI's (key performance indicators) prioritize performance measurement |
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9 most common obstacles to TQM:
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lack of management commitment
inability to change organizational culture improper planning lack of continuous training and education incompatible organizational structure ineffective measurement techniques paying inadequate attention to internal and external customers inadequate use of empowerment and teamwork failure to continually improve |
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What are the seven management tools?
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affinity diagram
tree diagram matrix diagram interrelationship digraph process decision program chart prioritization matrix activity network diagram |
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The seven management tools are used to:
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complete tasks, eliminate failure, assist in the exchange of information, disseminate information to concerned parties, "unfiltered expression"
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What is an affinity diagram?
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shows a parent-child relationship between more detailed ideas, helps identify the issues associated with a particular problem
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___ is often used as an interim step prior to putting data in a fishbone or tree diagram
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affinity diagram
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What is a Tree Diagram?
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divides an unmanageable project into smaller manageable subprojects
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What is a matrix diagram?
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allows a team to systematically identify, analyze, and rate the presence and strength of relationships between two sets of information
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What are the six different types of matrix diagrams?
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L, T, Y, X, C, Roof-shaped
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What is an interrelationship digraph (ID)?
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allows a team to systematically identify, analyze, and classify the cause and effect relationships that exist among all critical issues so that key drivers and outcomes can become the heart of an effective solution
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A PDPC helps you to:
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plan and prevent problems from occurring in a high-stakes project
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A PDPC can be constructed in one of three ways:
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a forward linear (horizontal) tree diagram, a reversed linear (vertical) tree diagram, an outline format
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What is a prioritization matrix?
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typically an L-shaped matrix that uses pair wise comparisons of a list of options to a set of criteria in order to chose the best options
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What's the best management tool to narrow a list of available options?
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prioritization matrix
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What are the three types of prioritization matrices?
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full analytical criteria method, consensus criteria method, combination I.D./matrix method
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Of all the matrix diagram tools, the ___ are considered the most rigorous and time consuming to use
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prioritization matrices
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What is an activity network diagram?
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displays interdependencies between tasks through the use of boxes and arrows
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The critical path through the activity network diagram is the sequence of tasks which have ___
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zero slack time
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