8 Quality Management & Control Flashcards
(37 cards)
What is the goal behind 6 Sigma and what framework do they use?
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
What are the effects on an organization if its services/goods are of poor quality? (5)
- Higher transformation costs (rework, scrap, etc.)
- Higher warranty costs (returns, repairs, etc.)
- Loss of sales (short term)
- Loss of reputation (long term)
- Lawsuits
What are the three steps of the quality management process?
Alarm bell -> Investigate -> Prevent
What are the two types of quality costs?
*Slide 6
- Control costs (proactive)
- Failure costs (reactive)
How can a company improve quality without additional investment
Quality can be improved if money can be moved out of “failure” costs and into “control” costs (no “new money” needed)
What are the two proactive costs to improve quality and which is better of the two? And give an example of each.
- 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
Slide 9
Honda’s preventative measures
Airplane toilets overengineering
What happened at a Southern Alberta gas station and what point does it prove?
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
Define failsafing.
Creating a control condition where the customer or employee can only take the correct action while performing the process.
Slide 10-11 & 14
examples of process failsafes
Slide 12
Self destructing syringes
What happened with the Stork Craft Crib recall and how could it have been failsafed?
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
What is the next best prevention to improve quality if you can’t failsafe?
A checklist
What are the benefits of a checklist?
- Formalize previous
lessons learned - Shares Best Practices
- Improvement is typically immediate and significant
The Checklist Manifesto is based on what two industries?
Construction and aviation
Slides 16-17
WHO Saftey checklist
Neil Armstrong’s checklist on his glove
What is one of the leading cause of death that could be prevented with a checklist?
People that die because of medical errors which is the 3rd leading cause of death.
What is Six Sigma’s certification?
Six sigma black belt certification
What are the parts of the PDCA Cycle and what is the principle?
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
What is ISO 9000 related to and what does it certify?
Related to Quality
They are process standards (not product standards)
What is ISO 14000 primary concern what are the two parts?
Primarily concerned with “environmental management“
- minimize harmful effects on the environment caused by its activities
- achieve continual improvement of its environmental performance
What ISO 26000 related to and what is different about it?
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”
Slides 20-22
ISO certification additional info.
What is the quality control graphical tools? (3)
- Pareto Analysis
- Scatter Diagram
- Cause-and-effect Diagrams (fishbone)
