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10 Cards in this Set

  • Front
  • Back
fitness for use & who determines this?
-the benefits received by a customer
-only the customer can determine this
four key objectives of operations?
1- quality
2- cost
3- flexibility
4- delivery
the 3 so-called "abilities" to define quality and define
1- availability --> continuity of service to customer
2- reliability (MTBF)--> length of time a product can be used b4 it fails
3- maintainability (MTTR)--> the restoration of a product once it fails
the 4 measures of quality
1- quality of conformance --> designing a prod to the right specifications
2- field service --> services after prod is purchased such as cust service, warranty, repair, etc.
3- the "abilities"
4- quality of design
continuous improvement
a process that is never-ending and is driven by knowledge & problem solving
finding quality mistakes before they occur or when they occur
availability equation
the 6 step approach used to ensure quality
1- define quality attributes based on customer needs
2- measure each attribute
3- set quality standards
4- set up a testing program for each attribute
5- find and correct any underlying causes
6- continue to make improvements
ISO 9000
the quality standards set by the international body ISO to maintain a standard in companies
the 2 components of quality control & subfactors within those
1- failure costs
- external, customer related
- internal, manufacturing related
2- control costs
- prevention
- appraisal, inspection