8 Quality Management & Control

Question 1

What is the goal behind 6 Sigma and what framework do they use?

Answer 1

to reduce process variation to the point where only 3.4 defects per million are produced by a process that involves a high volume of manufactured units or service transactions.
- DMAIC – Define, Measure, Analyze, Improve, Control

Question 2

What are the effects on an organization if its services/goods are of poor quality? (5)

Answer 2

• Higher transformation costs (rework, scrap, etc.)
• Higher warranty costs (returns, repairs, etc.)
• Loss of sales (short term)
• Loss of reputation (long term)
• Lawsuits

Question 3

What are the three steps of the quality management process?

Answer 3

Alarm bell -> Investigate -> Prevent

Question 3

What are the two types of quality costs?
*Slide 6

Answer 3

1. Control costs (proactive)
2. Failure costs (reactive)

Question 4

How can a company improve quality without additional investment

Answer 4

Quality can be improved if money can be moved out of “failure” costs and into “control” costs (no “new money” needed)

Question 5

What are the two proactive costs to improve quality and which is better of the two? And give an example of each.

Answer 5

1. Appraisal (quality goes up and cost goes up)
   Ex. Driving check stops
   2.Prevention (quality goes up costs go down)->BETTER
   Ex. Anti-drinking and driving campaign

Question 6

Slide 9
Honda’s preventative measures
Airplane toilets overengineering

Question 7

What happened at a Southern Alberta gas station and what point does it prove?

Answer 7

They mixed up the gas and diesel, proving that the process of filling the tanks should be failsafe so that they aren’t able to be mixed up

Question 8

Define failsafing.

Answer 8

Creating a control condition where the customer or employee can only take the correct action while performing the process.

Question 9

Slide 10-11 & 14
examples of process failsafes

Question 10

Slide 12
Self destructing syringes

Question 11

What happened with the Stork Craft Crib recall and how could it have been failsafed?

Answer 11

The drop side of the crib could be installed upside down and children could get pinned between the bed frame. 4 kids died and could have had a failsafe by designing so that the drop side couldn’t be installed upside down

Question 11

What is the next best prevention to improve quality if you can’t failsafe?

Answer 11

A checklist

Question 12

What are the benefits of a checklist?

Answer 12

• Formalize previous lessons learned
• Shares Best Practices
• Improvement is typically immediate and significant

Question 13

The Checklist Manifesto is based on what two industries?

Answer 13

Construction and aviation

Question 13

Slides 16-17
WHO Saftey checklist
Neil Armstrong’s checklist on his glove

Question 14

What is one of the leading cause of death that could be prevented with a checklist?

Answer 14

People that die because of medical errors which is the 3rd leading cause of death.

Question 15

What is Six Sigma’s certification?

Answer 15

Six sigma black belt certification

Question 16

What are the parts of the PDCA Cycle and what is the principle?

Answer 16

Plan: The improvement (objectives/specifications)
Do: Implement the improvement plan
Check: Actual results versus planned results
Act: “Adjust” so actual meets planned results
Principle of continuous improvement

Question 17

What is ISO 9000 related to and what does it certify?

Answer 17

Related to Quality
They are process standards (not product standards)

Question 18

What is ISO 14000 primary concern what are the two parts?

Answer 18

Primarily concerned with “environmental management“
- minimize harmful effects on the environment caused by its activities
- achieve continual improvement of its environmental performance

Question 19

What ISO 26000 related to and what is different about it?

Answer 19

Related to social and environmental responsibility
- Isn’t a certification, but rather voluntary guidance tool to help move organizations from “good intentions to good actions”

Question 20

Slides 20-22
ISO certification additional info.

Question 21

What is the quality control graphical tools? (3)

Answer 21

1. Pareto Analysis
2. Scatter Diagram
3. Cause-and-effect Diagrams (fishbone)

Question 22

Slide 23
Florence Nightingale

Question 23

In Pareto Analysis what is the “80/20 rule”?

Answer 23

80% of the defects come from 20% of parts

Question 24

What is an example of Parteo Analysis in action and what is a company that has used Parteo Analysis?

Answer 24

Companies implementing FAQ’s on their website

Sprint implemented and ditched the unprofitable customers who were abusing the call support

Question 25

Slide 29
Fishbone diagram

Question 26

What is an example of a scatter diagram?

Answer 26

An upscale restaurant tracked customers’ wait time to order after they arrived and the resulting customer satisfaction ratings

Question 27

Slides 34-35

Question 27

What are the two parts of the statistical quality control (SQC)? And explain each.

Answer 27

1. Acceptance Sampling:
   - A form of appraisal
   - acceptance or rejection of goods which already exist
2. Process Control:
   - A form of prevention
   - sets standards to indicate when adjustments should be made while the service or good is being produced

Question 28

How are control charts used?

Answer 28

We use control charts to make inferences about the state (in control versus out of control) of the process on the basis of one or more statistics of samples drawn from the on-going process

Question 29

What does an out-of-control process indicate? (2)

Answer 29

• The variation is not purely random - assignable (or special) causes for the variability are present
• it merely indicates that the process is not behaving in the way it is expected, and isn’t necessarily bad

Question 29

What are the types of process control and what charts go with each? (2)

Answer 29

1. Attribute: Data which counts
   - P-chart
2. Variables: Data which measure
   - X-chart & R-chart

Question 30

Slide 53
Other Issues in the Use of SPC

Question 31

What does process capability measure? And what are specification limits?

Answer 31

Process capability measures whether or not the output will routinely (i.e., when the process is in control) meet the design specifications.

specification limits are externally set and are not affected by improving the process or sampling.

Question 32

What are examples of process capability? (3)

Answer 32

1. Tesla and BMW electric vehicles failed to make the top list in crash test (Car Safety Rating 2017)
2. The Tesla Model S became the safest tested by the feds, and even broke the crash-testing gear
3. GM phasing out cars sold without airbags. The Chinese-made Chevrolet Sail got zero stars in a Latin America Crash test, some even being sold without ABS