OM Quiz #2 - Quality
Terms
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- What are the dimensions of Quality for goods?
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- Performance
- Features
- Reliability
- Durability
- Conformance
- Serviceability
- Aesthetics
- Perceived Quality - What are the dimensions of Quality for services?
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- Tangibles
- Reliability
- Responsiveness
- Competence
- Courtesy
- Credibility
- Security
- Access
- Communication
- Understanding the Customer - What is the difference between the technical and functional quality?
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A Technical quality is the CORE element of the good or service
vs.
A Functional quality is a customer's perception of how a good functions or how a service is delivered - Difference between prevention and detection, and which is better?
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Prevention: programs designed to PREVENT defects
Detection: evaluating the quality of the product
Quality professionals strongly support investment in preventing defects because then a negative image does not even make its way to the customer - Internal failure vs. external failure
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Internal: detected BEFORE delivery
External: detected AFTER delivery - What is Quality?
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- what the customer wants and needs
- product features that respond to customer needs and are free from deficiencies
- meeting or exceeding customer expectations at a cost that represents value to them - Comparative Costs of Quality to a Company
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MOST COSTLY: Customer finds a defect
LESS: Manufacturer or company finds the defect internally.
LEAST: quality management system in place prevents the defects and continuously improves quality - What is total quality management (tqm)?
- A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.
- What are some elements of TQM?
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- Leadership
- Employee Involvement
- Process Excellence (continuous improvement)
- Customer Focus (internal and external) - What is the Baldrige Criteria?
- a process for assessing the overall quality of organizations
- What is the ISO9000?
- International standards for documenting processes in organizations
- International Awards
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European Quality Award: European version of the Baldrige criteria
Deming Prize: Japan's award for quality - How to Problem Solve
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1. Define the problem
2. Collect Data
3. Analyze the Problem
4. Generate Potential Solutions
5. Choose a Solution
6. Implement the Solution
7. Monitor the Solution (to see if it accomplishes the goal) - What is PDCA?
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1. PLAN a change aimed at improvement
2. DO - execute the change
3. CHECK - study the results, did it work?
4. ADJUST - Institutionalize the change or abandon or do it again
*continuous circle of activity - Methods for Generating Ideas
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Brainstorming
Quality Circles
Interviewing
Benchmarking - What are the 7 Basic quality control tools?
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1. process flowchart
2. checksheets
3. bar chart and histogram
4. pareto chart
5. scatterplots
6. run (or trend) charts
7. cause and effect diagram - What is SPC?
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Statistical Process Control:
A statistical mehtod for determining whether a process is in or out of control.
SPC charts - specialized category of run charts - What are some other quality tools?
- Six Sigma, Taguchi Method, SPC
- Taguchi Method
- Robust products: achieve high quality despite fluctuation on the production line
- QCT: Process Flowcharts
- show each of the steps that are required to produce either a good or a service (with all the shapes)
- QCT: Checksheets
- a way to collect data about some process by nothing how frequently an event occurs and making a tick mark for a particular category
- QCT: Bar Charts and Histograms
- visually display data variation; data that can be categorized and counted rather than measured
- QCT: Pareto Charts
- specialized bar charts that can help to establish priorities for action, focusing attention on those errors that occur most frequently
- QCT: Scatterplots
- show the relationship between two measured (not counted) variables
- QCT: Run (or Trend) Charts
- Show the behavior of some variable over time
- QCT: Cause-and-Effect Diagrams
- used to identify the causes that lead to a particular outcome or effect.