Supply Chain Ch. 6 Terms

Front 1

What are the eight dimension of quality which four have the same meaning across tangible and non tangible goods. Which four differ in meaning across tangible and non tangible goods

Back 1

1. Performance

2. Features

3. Durability

4. Conformance

5. Reliability

6. Aesthetics

7. Support/ Responsiveness

8 Perceived Quality

Front 2

What is TQM

Back 2

is an integrated business management strategy aimed at embedding awareness of quality in all organizational processes.

Front 3

Cost of quality

Back 3

A framework for quantifying the total cost of quality related efforts and deficiencies

Front 4

What are the four major costs for COQ

Back 4

1. Prevention Costs

2. Appraisal Costs

3. Internal Failure Costs

4. External Failure costs

Front 5

Define Prevention Costs

Back 5

result from efforts to prevent product defects (nonconforming products) and from efforts needed to limit both failure and appraisal costs.

Common Prevention Costs-Equipment maintenance-product redesign-training-traveling to suppliers/process certification-Process improvement /KiazenCommon

Front 6

Internal Failure Costs

Back 6

results form defects that are found in products prior to their shipment to customers

-these include scrapped material, salvage and rework, excess material inventories, and other costs correction

Front 7

External Failure Costs:

Back 7

result from defects that are found only after products reach customers

These cost include complaint settlements, loss of customer goodwill and future sales, returned materials, warranty work, and field service or repairs.

Front 8

Appraisal Costs

Back 8

Costs associated with inspection to assess quality levels (eg staffs, tools, training, etc)

Common appraisal costs-Incoming materials inspection/Quality Assurance/Product testing and inspection

Front 9

What does PDCA stand for

Back 9

Plan, Do, Check, Act

Front 10

What are three areas of variability in repeated processes that are the major source of problems

Back 10

1) Variability in the time it takes to complete a task often disrupts work flows

2) Variations in purchased material characteristics can cause unreliability in product performance

3)Variations in marketing promotions can cause lg swings in product demand, making production less stable

Front 11

Define the P in PDCA

Back 11

Plan- Identify problem and actions for improvement

Front 12

Define the D in PDCA

Back 12

Implement formulated plan

Front 13

Define the C in PDCA

Back 13

monitor results

Front 14

Define the A in PDCA

Back 14

take corrective action and institutionalize changes.

Front 15

Six Sigma

Back 15

A management program that seeks to improve the quality of process outputs by identifying and removing the causes of defects and variation in the various processes.

Front 16

DMAIC

Back 16

An acronym for the five steps at the heart of the Six Sigma process: define, measure, analyze, improve, and control

(the focus is on the product outcome then it shifts to the underlying processes needed to produce and deliver the product)

Front 17

DFSS

Back 17

A design approach that balances customer requirements with the constraints and capabilities of the supporting manufacturing and service processes

Front 18

Major Difference between DFSS and DMAIC

Back 18

DFSS takes place in the development phases, whereas DMAIC usually takes place after a new product has been launched.

DFSS makes use of design engineering tools and different scenarios DMAIC ideally works with actual product and operational data

Front 19

4 Types of Quality Definitions

Back 19

Design Quality: match between designed features and customer requirements

Conformance Quality: meeting design specifications

Quality Management: organization wide quality focus

Front 20

Product Quality-

Back 20

Fitness for consumption in meeting customers needs and desires

Front 21

Design Quality

Back 21

match between designed features and customer requirments

Front 22

Conformance Quality

Back 22

meeting design specifications

Front 23

Quality Managment

Back 23

organization wide quality focus

Front 24

DMAIC

Define

Back 24

determine critical to quality characteristics from customers perspective

Front 25

DMAIC

measure

Back 25

gather data on CTQ processes

Front 26

DMAIC

Analyze

Back 26

determine cause of defects

Front 27

DMAIC Improve

Back 27

modify processes

Front 28

DMAIC Control

Back 28

Control: ensure improvements are maintained.

Front 29

Progressive mgmt

Back 29

argues that it is the workers on the front lines of business who should actually have primary "ownership" of operating processes. managers should support workers, not the other way around.

Front 30

What does x bar r chart measure

Back 30

Measures inches, volume, product

Front 31

What does Np chart measure

Back 31

number of defects

Front 32

What does p chart measure

Back 32

probability or fraction of defects