Managing Quality Chapter 6

Managing quality helps build successful strategies of differentiation, low cost , and response. Two ways quality improves profitability: 1.Sales Gains 2.Reduced cost

Via improved response, price flexibility, increased market share, and/or improved reputation.

Via Increased productivity, lower network and scrap costs, and.or lower warranty cost.

To build a total quality management system that identifies and satisfies customer needs.

The ability of a product or service to meet cusomter needs

An official Definition of Quality: The total features and characteristics of a product or service that bears on it ability to satisfy stated or implied needs

U.S.: Malcom Baldridge National quality Award Japan:Deming Prize

A set of quality standards developed by the international organization for standardization Only quality standard with international recognition

The cost of doing things wrong; that is, the price of non conformance

1.Prevention cost 2.Appraisal cost 3.Internal failure cost 4.External failure cost

Management of an entire organization so that it excels in all aspects of products and service that are important to the customer

1.Continous improvement 2.Six sigma 3.Employee Empowerment 4.Benchmarking 5.Just in time 6.Taguchi Concepts 7. Knowledge of TQM tools

A continous improvement model that involves for stages Plan,Do, Check, Act. (PDCA)

A program to save time, improve quality, and lower cost. Statistical sense 99.9997% accuracy or 3.4 defects per million

Enlarging employee jobs so that the added responsibility and authority are moved to the lowest level possible in the organization. Quality Circle

A group of employees meeting regularly with a facilitator to solve work related problems in their work area

Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity

The philosophy behind JIT involves continuing improvement and enforced problem solving, JIT system are designed to produce or deliver goods just as they are needed.

Products that are consistently built to meet customers needs in spite of adverse conditions in the production process.

A mathematical function that identifies all costs connected with poor quality and show how these costs increase as products quality moves from what the customer wants

L=D^2C

A philosophy of continuous improvement to bring the product exactly on target

Tools that generate ideas include: Check Sheet Scatter diagram cause and effect diagram Tools for organizing the idea Pareto chart flowchart Tools for identifying the problems Histograms statistical process control chart

A schematic technique used to discover possible locations of quality problems 4 M's (Material,machinery, manpower, and methods)

A graphic that identifies the few critical items as opposed to many less important ones

A block diagram that graphically describes a process or system.

A process used to monitor standards, make measurements, and take corrective actions as a product or service is being produced

A graphic presentation of process data over time, with predetermined control limits

To ensure that a system is producing at the expected quality level, control of the process is needed.

A means of ensuring that an operation is producing at the quality level expected

Controlling or monitoring at the point of production or purchase: at the source

"Fool proof" has come to mean a device or technique that ensures the production of a good unit every time

Type of poka-yoke that list the steps needed to ensure consistency and completeness in a task

An inspection that classifies items as being either good or defective.

Measure dimension such as weight, speed, size, or strength to see if an item fall siwthin an acceptable range

Determinant of service quality , reliability, responsiveness, competence, access courtesy, communication, credibility, security, understanding, the customer, and tangibles

Training and empowering frontline workers to solve problems immediately