chapter 9: management of quality Flashcards
quality
the ability of a good or service to consistently meet or exceed customer expectations
quality control
monitoring, testing, and correcting quality problems after they occur
quality assurance
ensuring that a product’s quality will be good by preventing defects before they occur
when did the quality assurance thinking pull up?
in the 1950s
management system (QMS)
a structured and documented management system
it describes the policy, responsibilities, and implementation plan for ensuring quality
when did the quality management system (QMS) pull up?
who created it
In the 1970s
NASA and the Pillsbury company
total quality management (TQM)
approach places greater emphasis on customer satisfaction
involves all levels of management and workers in a continuing effort to increase quality
continuous improvement
continuous improvement
Never-ending improvements to key processes as part of total quality management
when did the total quality management (TQM) pull up?
1980s
The aspects or dimensions of quality of goods
Performance
aesthetics
special features
conformance
reliability
durability
perceived quality
service after sale
the term “fitness for use”
used to define quality
–> quality is whatever the customer requires in his/her particular use of the product
the dimensions of quality of services
tangibles
convenience
reliability
responsiveness
timeliness
assurance
courtesy/empathy
when is product’s quality determined?
- Product design
- Production process design
- Production
- Use
Product design
he characteristics and specification of a product such as size, shape, and material
Conformance to design specification during production
refers to the degree to which the produced good or service is defect-free
degree to which it complies with the specification of the designer
Cost of quality
determines the resources used:
to prevent poor quality
appraise the quality of the products
deal with internal and external failures
four categories of cost of quality?
internal failure costs
external failure costs
appraisal (detection) costs
prevention costs
Internal failure costs
part or product failures discovered during production
external failure costs
to part or product failures discovered after delivery to the customer
appraisal (detection) costs
inspection, testing, and other activities intended to uncover defective products
Prevention costs
attempts to prevent defects from occurring
which costs of quality categories are related to poor quality?
Internal and external failure costs
which costs of quality categories are investments to achieve better quality?
some appraisal (detection) costs
prevention costs
Taguchi quality loss function
The quality worsens as measurement deviates from the target
the quality loss increases at a faster rate the farther the measurement is from the target
it implies that quality keeps improving the better and more accurate the production process becomes
graphical representation (fat U shape)
Quality Gurus
Taguchi
W. Edwards Deming
Joseph M. Juran
Armand Feigenbaum
Philip B. Crosby
W. Edwards Deming
went to Japan after the Second World War to assist the Japanese in improving their quality and productivity
compiled a list of 14 points that he believed were the prescription needed to achieve quality in an organization
His message is basically that the cause of inefficiency and poor quality is the system, not the employees
–> management’s responsibility to correct the system to achieve the desired results
Joseph M. Juran
also taught Japanese manufacturers how to improve the quality of their goods
believed that roughly 80 percent of quality defects are controllable; thus, management has the responsibility to correct these deficiencies
quality management in terms of a trilogy consisting of quality planning, quality control, and quality improvement
Armand Feigenbaum
director of manufacturing operations at General Electric (1958一1968)
He recognized that quality was not only a collection of tools and techniques, but also a “total field”
–> he called it total quality control
–> when improvements were made in a process, other areas of the company also achieved improvement
he introduced the concept of quality at the source
quality at the source
seeking to avoid passing defective products to the following workstation, and to stop and fix the problem
called Jidoka in Japanese
Philip B. Crosby
developed the concept of zero defects and popularized the phrase “Do it right the first time”
argued against the idea that “there will always be some level of defectives.
