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100 Cards in this Set
- Front
- Back
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Quality
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The ability of a product or service to consistently meet or exceed customer expectations.
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Product qualities are measured on 8 dimensions of quality
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Performance
aesthetics special features conformance reliability durability perceived quality serviceability safety |
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Performance
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main characteristic of a product
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aesthetics
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appearance, feel, smell, taste
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special features
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extra characteristics
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conformance
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how well a product corresponds to design specifications
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reliabilty
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dependable performance
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durability
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the ability to perform over time
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perceived quality
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indirect evaluation of quality i.e. reputation
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serviceability
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handling of complaints and repairs
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Service Quality dimensions
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Convenience
reliability responsiveness time assurance courtesy tangibles consistency |
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convenience
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the availability and accessability of the service
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reliability
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the ability to perform a service dependably, consistently, and accurately
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responsiveness
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the willingness of service providers to help customers in unusual situations and to deal with problems
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time
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the speed at which the service is delivered
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Assurance
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the knowledge exhibited by personnel who cone into contact with a customer and their ability to convery trust and confidence.
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Courtesy
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the way customers are treated by employees who come into contact with them
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tangibles
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the physical appearance of facilities, equipment, personnel, and communication materials.
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consistency
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the ability to provide the same level of good quality repeatedly.
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We want to minimize cost and still conform specifications to design
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kk
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Walter Shewhart
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Quality assurance. Statistical process controls tool he developed. The purpose of this tool is to measure variation in a process.
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Joseph M. Juran
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Quality is fitness for use. He wrote the quality control handbook.
1. Planning 2. Contorl 3. Improvement |
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What does Joseph M. Juran say about planning
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Quality must come from the top that's leaderships role. IF you're the CEO and want higher quality you have to develop a plan. You have to have goals which lead to standards. The plan was to get accredidation in the current deal developed a goal sheet. He changed the future of this school.
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JOseph M. Juran say about control
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He says monitoring the system isn't enough you must develop a change in process Workers and the process must be revised to meet the standards.
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Joseph M. Juran said what about improvement
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said you have to gather feedback to improve the system. This is often gathered from the workers.
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CI Kaizen
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continuous improvement
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Philip Crosby
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Quality is free
Six sigma=0defects |
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Six Sigma
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0 defects
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How do we strive for zero defects?
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Motorola came up with six sigma which is 99.99997% accurate. This means 3.4 defective units per million. They strive for zero defects. It's not easy they start at +/- 3 and work their way up to +/-6
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Cost of good quality is made up of
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Prevention cost: the cost of preparing and implementing a quality plan--design the method as a fool proof mechanism so you can do things right, from the start.
Appraisal cost-the cost of testing, evaluating, and inspecting quality. Training and education for employees is important. By investing in good quality you can minimize the cost of poor quality. |
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Prevention cost
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Prevention cost: the cost of preparing and implementing a quality plan--design the method as a fool proof mechanism so you can do things right, from the start.
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Appraisal cost
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Cost of testing, evaluating, and inspecting quality. Training and education for employees is important.
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Poor quality cost
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Internal failure cost: Cost associated with discovering poor quality before the product reaches the customer. Have re-work and scrap costs.
External failure cost: Cost associated with quality problems that occur at teh customer site. Recall, warranty, ext. are huge costs for companies. If a product fails there will be a huge loss of business. Bu focusing on the cost of good Q we minimized the cost of bad quality. |
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Internal Failure cost
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Internal failure cost: Cost associated with discovering poor quality before the product reaches the customer. Have re-work and scrap costs.
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External Failure Cost
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External failure cost: Cost associated with quality problems that occur at teh customer site. Recall, warranty, ext. are huge costs for companies. If a product fails there will be a huge loss of business. Bu focusing on the cost of good Q we minimized the cost of bad quality.
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External Failure cost
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External failure cost: Cost associated with quality problems that occur at teh customer site. Recall, warranty, ext. are huge costs for companies. If a product fails there will be a huge loss of business. Bu focusing on the cost of good Q we minimized the cost of bad quality.
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W. Edwards Deming What ideas did he give us? When does he think quality should be checked?
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The 14 points wrote book out of the crisis 80/20 rule. Quality defects 80% of the time are caused by suppliers, management (processes).
20% of the time it's because of workers. He thinks the product should be checked for quality at every station. If there's a problem all production should be shut down until the nature of the problem is discovered. |
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80/20 Rule
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80% of the time defects are caused by suppliers, management (processes).
20% of the time it's because of workers. |
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What are some of W. Edwards Deming's 14 points
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1. create consistency of purpose
2. Adopt philosophy of prevention 3. Cease mass inspection 4. Select a few suppliers based on quality 5. Constantly improve the system and workers 6. Institute worker training. 7. Instill leadership amont supervisors 8. Eliminate fear among employees 9. Eliminate barriers between departments 10. Eliminate slogans 11. Remove numerical quotas. |
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How does the quality control process work?
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Inspect a sample then they use the process then then inspect the sample again
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SPC
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Statistical COntrol Process-Measures variation in a process. We have to measure both common and special causes. Involves inspecting a random sample of the output from a process and deciding whether the process is producing products with characteristics that fall within that range. The SPC helps managers identify special causes for variation. Common causes are natural special causes are assignable variation you have to stop the process and address the problem.
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Statistical Q control
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A term used to describe statistical tools used by an individual.
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Natural variation
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VAriations in the output or process, created by countless minor factors.
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Assignable variation
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There's a reason why the variation exists.
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Control charts
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A control chart is a graph that establishes the control limits of a process.
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Control limits
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Are the upper and lower bands of the control chart.
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How do we know that when we take sample means that the sample of the mean will be the same as the process mean?
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We know this from the central limit therum.
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CEntral limit theorum
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When you find a sample and take the mean of the sample it will be the same as the mean of the population. For a random variable for this population the mean of the sample will be the same as the mean of the distribution
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How do we measure the distance between things?
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We use Z statistics
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What is Z statistics?
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Z statistics is a normal distributionWe assume the mean is zero and Z is 1
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Variable level data
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can be measured using a continuous scale. Can be measured in decimals. Ex. length, weight, time, and temperature. Use X-bar and R-Charts for these variables.
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Attribute level data
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Can only be described by discrete characteristics. Example defective/not defective only 2 options pass/fail. Use P and C charts
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What type of chart is used for ddiscrete variables 2 optons only we use
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binomial distribution or P chart
Possion Distribution or use c chart These are used when there are only 2 options. |
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Control charts for variables
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The quality measures used in variable control charts are for cont.variables reflecting the measurements such as weight or volume.
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Xdouble bar
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Avg of all X values / # of samples.
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Sample size
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The number of observations = the sample size.
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Range chart
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In an R range chart the range is the difference between the smallest and largest values in a sample. This range reflects the process variability instead of the tendency toward a mean value as the X-chart does.
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Variable charts
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R chart
X chart These are used for things measured in decimals. |
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Attriute charts
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P chart
C chart |
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Continuous varialbe
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Fits a normal distribution. Can be measured in decimals, length, weight, and time.
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Discrete random variable
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Only have 2 options yes/no 1/0
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P chart
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Used to measure proportion defects present in a sample. Percent defects in a sample the emphasis is on proportion. Emphasis is on sample size. We must use a binomail distribution.
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Confidence interval
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When you draw samples 95% of the time they will be with in the confidence level and control limit.
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What happens if the numbers aren't satisfactory what do you have to do?
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If these numbers aren't satisfactory you have to go back and take larger sample. If trend continues you have to check the process so you can revise the process.
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Who is responsible for managing common causes of variation?
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Management is
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C chart
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IS used when it is not possible to compute a proportion defective and the actual number of defects must be used instead.
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What problems are there with a c-chart?
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There is no sample size. Ecash sample is independent of the other sample.
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Acceptance sampling
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It is accepting or rejecting a production lot based on the number of defects in the sample.
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Sampling plan
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A plan for acceptance sampling that precicely specifies the parameters of the sampling process and the acceptance/rejection criteria.
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N=
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lot size
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n=
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sample size
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d=
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actual number of defective units in a sample.
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c=
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acceptable number of defective units in a sample
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When we make our decision what is our decision based on?
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Based on sample size. You want to conclude about lot quality and producer/consumer risk.
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Acceptable Quality Level
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The small percentage of defects that consumers are willing to accept
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Type I Error
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In stats probability of rejecting a good lot. In stats we call this rejecting the null hypothesis. Quality is good but we are still rejecting the lot.
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Producer's risk
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Is the chance of probability that a lot containing an acceptable quality level will be rejected
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Lot tolerance percent defective
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The upper limit of the % of defective items consumers are willing to accept in the lot.
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Type II error
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If the acceptable amount is less than the the lot but in the lot they could have a total of 90 bad units instead of 70
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Consumer risk
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The chance or prob that a lot will be accepted that contains a greater number of defects than the LTPD limit
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Operating characteristic curve
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An OC curve is a graph that shows the probability of accepting a lot for different quality levels w/specific sampling plan.
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Simple equation for X-bar chart
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UCL = X-double bar +A2R-bar
LCL=X-double bar - A2R-bar |
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Range chart equation R-chart
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D4R-Bar
D3R-Bar |
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How do you calculate P-Bar
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TOTAL # of defective units/TOTAL number of observations
To calculate TOTAL observations take the number of observations per sample x # of samples |
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ISO 9,000 What is it?
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ISO 9,000 is a documentation process. Must document what you do and then do as documented. A+B=C - must document this and say how this will work.
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When were the ISO 9,000 standards developed?
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They were developed in 1897.
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ISO stands for
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International Organization for Standardization.
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How does a company achieve ISO standards?
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1. First party (internal auditors)
Internal auditors are co. employees they will be trained to do this. 2. Second party (Customer/suppliers) then the second party reviews your documentation. 3. Third party (external auditors) They will either give you certification or not. |
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Malcolm Baldridge National Quality Award:
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Established in 1987 by the Fed. Govt. given in Mfg, service, small business, education, and healthcare.
Designed to promote TQM practices Criteria: senior executive leadership; strategic planning; management of process quality quality results, customer satisfaction |
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In order to win the Malcolm Bridge Quality award what categories do you have to excel in?
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Leadership, strategic planning, customer focus, measurement analyst, HR focus, project management, business results,
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Malcolm Baldridge
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Was the commerce secretary druing the Regan Admin who died while he was in the office.
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Mathematical programming is used for what type of problems?
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resource allocation
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Linear programming is
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a mathematical solution to find an optimum answer.
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Linear programming has three parts to it:
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1. decision variables
2. objective function which equals z 3. Constraints (resources) |
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What is the most common type of mathematical programming?
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Linear programming
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Decision variables
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When a co. goes for an objective such as maximize profit or minimize cost.
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What are the 2 methods used to solve linear programming problems?
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1. graphical approach can be used for a problem with less than 2 decision variables.
2. Simplex method |
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Graphical solution method
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1. Plot model constraints on a set of coordinates in a plane.
2. Identify the feasible solution space on the graph where all constraints are satisified. simultaneously 3. Plot objective function to find the point on boundary of this space that maximizes of minimizes the value of objective function. |
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Corner point property
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Property that states optimal solution to LP prob will always occur at a corner point.
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How do you determine if a graphaicl apprach is appropriate?
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By looking at the decision variables. If there are 2 decision variables such as making apple or grape pie graphical approach is appropritate. If three such as make apple, grape, or pecan then cannot use graphical approach.
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