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EBTM 365 > Midterm 2 > Flashcards

Midterm 2 Flashcards

1
Q

Quality

A

is the ability of a product or service to consistently meet or exceed customers expectations

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2
Q

Quality of Design

A

Intention of designers to include or exclude features in a product or service

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3
Q

Quality of Conformance

A

The degree to which goods or services conform to the intent of designers

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4
Q

9 Product Quality Dimensions

A
  1. Performance
  2. Special Features
  3. Reliability
  4. Durability
  5. Serviceability
  6. Aesthetics
  7. Conformance
  8. Consistency
  9. Perceived Quality
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5
Q

9 Service Quality Dimensions

A
  1. Convenience
  2. Reliability
  3. Responsiveness
  4. Time
  5. Assurance
  6. Courtesy
  7. Tangibles
  8. Consistency
  9. Expectancy
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6
Q

Cost of Quality (4)

A
  1. Appraisal Costs
  2. Prevention Costs
  3. Internal Failure Costs
  4. External Failure Costs
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7
Q

Appraisal Costs

A

all product and/or service inspection costs

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8
Q

Prevention Costs (5)

A
  1. TQ Training
  2. TQ Planning
  3. Customer Assessment
  4. Process Control
  5. Quality Improvement
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9
Q

Internal Failure Costs

A

costs before the product/service is delivered to customer

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10
Q

External Failure Costs

A

costs after the product/service is delivered to customer

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11
Q

Ishikawa

A

Cause and Effect Diagrams & Quality Circles

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12
Q

Taguchi

A

Taguchi Loss Function

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13
Q

Total Quality Management

A

a philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction

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14
Q

Kaizen

A

A Japanese work for continuous improvement which is a philosophy that seeks to make never ending improvements to the process of converting inputs into outputs

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15
Q

Pokayoka

A

Fall- Safing, Fool Proofing which is incorporating design elements that prevent incorrect procedures

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16
Q

Quality Awards 2

A
  1. Deming Prize- Japan

2. Baldridge Award- America

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17
Q

DMAIC Cycle

A
  1. Define
  2. Measure
  3. Analyze
  4. Improve
  5. Control
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18
Q

Define

A

Customers and their priorities

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19
Q

Measure

A

process and its performance

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20
Q

Analyze

A

Causes of Defects

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21
Q

Improve

A

remove cause of defects`

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22
Q

Control

A

maintain quality

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23
Q

Process Capability

A

refers to the inherent variability to process output relative to the variation allowed by the design specifications

24
Q

Operational Definition

A

Puts communicable meaning into a concept. Adjectives like good, reliable, uniform, round, tired, safe, unemployed have no communicable meaning until they are expressed in operational terms of sampling test and criterion

25
Q

7 Basic Quality Tools Purpose

A

to aid in data collection and interpretation and, provide the basis for decision making

26
Q

Define 7 Basic Quality Tools

A
  1. Check Sheet
  2. Flowchart
  3. Pareto Analysis
  4. Scatter Diagram
  5. Histogram
  6. Cause and Effect Diagram
  7. Control Chart
27
Q

Check Sheet

A

is a tool for recording and organizing data to identify a problem

28
Q

Flowchart

A

a visual representation of a process that helps investigators in identifying possible points in a process where problems occur

29
Q

Pareto Analysis

A

is a technique fro classifying problem areas according to the degree of importance and focusing on most important

30
Q

Scatter Diagram

A

a graph that shows the degree and direction of relationships between two variable (Informal Regression)

31
Q

Cause and Effect Diagram

A

used to search for the causes of a problem (Fishbone Diagram)

32
Q

Control Chart

A

a statistical chart of time ordered values of a sample statistic

33
Q

Run Chart

A

tool for tracking results over a period of time

34
Q

Process Control

A

a process that evaluates output relative to a standard and takes corrective action when output doesn’t meet standard

35
Q

3 Phases of Quality Assurance

A
  1. Acceptance Sampling
  2. Process Control
  3. Continuous Improvement
36
Q

Acceptance Sampling

A

inspection of lots before/ after production

37
Q

Continuous Improvement

A

quality built into the process

38
Q

Inspection

A

an appraisal activity theists compares goods or services to a standard

39
Q

Statistical Process Control (SPC)

A

used to ensure process is making product to standard (identify assignable causes)

40
Q

Random (common cause) Variations

A

Natural variations in the output of a process, created by countless minor factors

41
Q

Assignable (special case) Variations

A

a nonrandom variation that can be identified and corrected

42
Q

Quality Characteristic Variables (3)

A

1- Characteristics that you measure (ex: weight, length)
2- May be in whole or fractional number
3-Continuous Random Variables

43
Q

Quality Characteristic Attributes (3)

A

1- Characteristics for which you focus on defects
2- Classify products as good or bad, or count the # of defects
3- Categorical or discrete random variables

44
Q

Control Chart Purposes 2

A
  1. Show changes in data pattern (trends) and make correction before process is out of control
  2. Show causes of changes in data (assignable or natural)
45
Q

Sampling Distribution

A

a probability distribution of a statistic obtained through a large number of samples drawn from a specific population.

46
Q

X - Chart

A

Used to monitor the central tendency of a process

47
Q

R- Chart

A

used to monitor the process variability

48
Q

Type 1 Error

A

concluding a process is not in control when it actually is in control

49
Q

Type 2 Error

A

Concluding a process is in control when it is not

50
Q

Control Chart Attributes 2

A
  1. P- Chart

2. C- Chart

51
Q

P- Chart

A

Control chart used to monitor the proportion of defectives in a process
- theoretical basis for a p- chart is the binomial distribution

52
Q

C-Chart

A

Control chart used to monitor the number of defects per unit

- the underlying sampling distribution is the poisson distribution

53
Q

Uses for P- Charts 2

A
  1. when observations can be placed into two categories (ex: good or bad, pass or fail, operate or don’t op)
  2. when data consists of multiple samples of several observations each
54
Q

Use for C-Chart

A
  1. Use only when the number of occurrences per unit of measure can be counted: nonoccurrence cannot be counted
55
Q

Run Test

A

A test for patterns in a sequence

56
Q

How much to Inspect

A

the amount at which total inspecting cost and the cost of passing defectives are minimum

EBTM 365 (2 decks)

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