Quality Management

Front 1

Manufacturing-Based perspective

Back 1

Based on the degree to which the product or service conforms to pre-established specifications

Front 2

User-Based perspective

Back 2

Based on the ability to meet the needs of the user; meeting customer expectations; fitness for intended use.

Front 3

Value-Based perspective

Back 3

Based on a relationship between usefulness and price. Combines economics with user criteria.

Front 4

Support-Based perspective

Back 4

Based on the level of post purchase services provided to support the product or service

Front 5

Psychological based perspective

Back 5

Based on image, expense, reputation, luxuriousness

Front 6

Product-Based perspective

Back 6

Based on differences in the quantity of some attribute of the product or service

Front 7

Conformance

Back 7

The degree to which a product's physical and performance characteristics match pre-established standards.

Front 8

Performance

Back 8

The primary operating characteristics of a product.

Front 9

Reliability

Back 9

The probability that a product will function as expected without failure; surviving over a specific period of time under normal conditions of use.

Front 10

Features

Back 10

The secondary characteristics that supplement the product's basic functioning. The special touches, appointments, or accessories of a product. (The "bells and whistles" of a product).

Front 11

Durability

Back 11

The amount of use a product will provide before it physically deteriorates or until replacement is necessary. The ability of a product to function when subjected to hard and frequent use.

Front 12

Serviceability

Back 12

The ability to have a product repaired in a speedy, courteous, and competent manner.

Front 13

Aesthetics

Back 13

Sensory perceptions of a product. The look, feel, sound, taste, or smell of a product.

Front 14

Dimension of Service Quality:
Tangibles

Back 14

Any or all of the dimensions of product quality can be used when there is a tangible item associated with the service delivery.

Front 15

Service Quality: Consistency

Back 15

Is the service delivered in the same fashion for all customers in all instances?

Front 16

Responsiveness

Back 16

Can service personnel react quickly and resolve unexpected problems?

Front 17

Service Quality: Courtesy

Back 17

Do front-line employees greet the customer in a cheerful and friendly manner?

Front 18

Timeliness

Back 18

Is the service performed when promised?

Front 19

Service Quality: Time

Back 19

Does the customer have to wait for an excessive amount of time?

Front 20

Service Quality: Atmosphere

Back 20

Is it a pleasant environment in which the service is provided?

Front 21

Service Quality: Accessibility and convenience

Back 21

Is the location of service encounter easy to get to?

Front 22

Service Quality: Accuracy

Back 22

Is the service performed correctly on the first attempt?

Front 23

Service Quality: Completeness

Back 23

Has the service encounter included all items that were expected or promised

Front 24

The two major categories of quality cost

Back 24

quality control costs and quality failure costs

Front 25

quality control costs

Back 25

- Prevention Cost
-appraisal cost

Front 26

quality failure costs

Back 26

- Internal Failure
Cost

-external Failure
Cost

Front 27

- Internal Failure
Cost

Back 27

Scrap (labor + material)
• Rework (labor + material)
• Additional material procurement costs
• Disposal costs
• Downgrading costs
• Product and production engineering time spent on quality problems
• Production disruption, downtime, and rescheduling

Front 28

Quality failure cost:- External Failure
Cost

Back 28

Warranty costs
• Complaints out of warranty
• Service cost to correct defects
• Product liability
• Product recall
• Product returns
• Loss of reputation, sales, and profits

Front 29

Prevention Cost

Back 29

Quality planning and administration
• Process analysis and improvement
• Design and development of quality information equipment
• Quality training and work-force development
• Equipment replacement

Front 30

Appraisal cost

Back 30

Test and inspection of purchased materials
• Laboratory acceptance testing and other measurement services
• In-process inspection and testing
• Finished product testing and inspecting
• Checking quality by direct labor
• Test and inspection equipment and material; setup; maintenance
• Field testing
• Training costs for inspectors

Front 31

the traditional view of quality cost tradeoffs aka "goal post mentality"

Back 31

the lowest total cost point will have some level of nonconforming output

Front 32

the alternate view of quality cost tradeoffs

Back 32

the lowest total cost point will have no nonconforming output, i.e., zero defects

Front 33

targets

Back 33

ideal measurements for some aspect of the product or service

Manufacturing Example

The diameter of a manufactured part is supposed to be 5 centimeters ± .2 centimeters


Service Example

A steak ordered medium is supposed to be cooked to an internal temperature of 160o ± 5o

Front 34

tolerances

Back 34

acceptable deviations from the targets

Manufacturing Example

The diameter of a manufactured part is supposed to be 5 centimeters ± .2 centimeters


Service Example

A steak ordered medium is supposed to be cooked to an internal temperature of 160o ± 5o

Front 35

One-sided Loss function

Back 35

one side of the deviation is off

Front 36

Two-sided Loss function

Back 36

both sides of the deviation is off

Front 37

Total Quality Management (TQM) and its three cornerstones

Back 37

-customer focus
-continuous improvement
-employee empowerment

Front 38

Internal customer

Back 38

Customers inside of a functional area

i.e:

Auto plant
|
\/

SHEET STEEL RECEIVING
|
\/
FENDER
PRESS
OPERATOR
|
\/
PRIMER
DIPPING
OPERATOR
|
\/
CHASSIS
ASSEMBLY
LINE

Front 39

External Customer

Back 39

Customers are across different organizations

COAL
MINE
 STEEL
MILL
 AUTO
PLANT

CAR
RENTAL
AGENCY

Front 40

competitive benchmarking

Back 40

which focuses on the products, services, and practices of a company’s competitors.

Front 41

generic benchmarking

Back 41

which evaluates the processes, practices, and business functions of the best companies, regardless of their industry.

Front 42

Quality function deployment (QFD

Back 42

) is a methodology used to ensure that customer requirements are met throughout the product or service design process, and in the design and running of the operating systems that produce the products or services.


QFD is both a philosophy and a tool:

- Philosophy: Focus on customer requirements and make sure that they are considered in the design of the product or service.

- Tool: A matrix that translates the preferences of the customer into specific technical requirements. It relates the voice of the customer (customer requirements) to the product or service’s characteristics (technical features, or design attributes). This matrix is called a house of quality.