BGC410 Flashcards
SEMESTER TEST 1 THEORY (25 cards)
WHAT IS QUALTITY
o FITNESS FOR USE! (WHICH IS TWOFOLD)
Quality OF DESIGN= the degree to which a specific product satisfies the wants of a specific consumer (differences are intentional)
o Quality OF CONFORMANCE = conformance to requirements (differences are unintentional during manuf process)
what does it mean is quality is: transcendent, product-based, user-based, manufacturing-based, or value-based.
→ Transcendent: Quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.
→ Product-based: Quality is found in the components or attributes of a product.
→ User-based: If the customer is satisfied, the product has good quality.
→ Manufacturing-based: If the product conforms to design requirements, it has good quality.
→ Value-based: If the product is perceived as providing good value for the price, it has good quality.
TRANS MAN VALUES UGLY PENGUINS
List of eight quality dimensions are:
→ Performance: Will the product do the intended job?
→ Reliability: How often does the product fail?
→ Durability: How long does the product last?
→ Serviceability: How easy is it to repair the product?
→ Aesthetics: What does the product look like?
→ Features: What does the product do?
→ Perceived quality: What is the reputation of the company or its product?
→ Conformance to standards: Is the product made exactly as the designer intended?
do you need to fulfill all 8 dimensions of quality to PERFECTION?
No, managers must select which dimensions the business will compete/excel in.
* It is not necessary that the product be superior in all dimensions of quality, but management must select and the “niches” of quality along which the company can successfully compete.
* Typically, these dimensions will be those that the competition has forgotten or ignored.
In service and transactional business organisations, the
following three dimensions (of service quality) can be added:
□ Responsiveness: How long did the service provider take to respond to your request for service? How prompt was your service request handled?
□ Professionalism: What knowledge, skills or competencies does the organisation have to provide the required service?
□ Attentiveness: Are customers getting personalized service from the service provider and do they feel that their requests are being handled accordingly?
According to stats ___ is inversely proportional to ___
quality, variability
THUS: Quality improvement is the reduction of variability in processes and products.
What does CTQ mean?
Every product possesses a number of ELEMENTS that jointly describe what the USER THINKS of as quality. These parameters are often called quality characteristics.
Quality engineering is…
Quality engineering is the set of operational, managerial, and engineering activities that a company uses to ensure that the quality characteristics of a product are at the nominal or required levels and that the variability around these desired levels is minimum.
Explain Special Cause vs Common Cause Variation (with examples)
Common= inherent/noise in system/ probabilistically predictable - AKA NON ASSINGABLE CAUSES - eg, machine vibration, slight variation in inputs, slight variation in human measurements
Special = due to change in system, unpredictable/unanticipated, AKA ASSIGNABLE CAUSES - eg. machine/tool wear, operator error, DEFECTIVE inputs/rm
what are the 2 kinds of data?
variable and attribute
variable = continuous measuremnts
attribute = discrete data (yes/no)
define nominal values
Nominal (or target) values: The target value of a quality characteristic is a value of a measurement that corresponds to the desired value for that particular quality characteristic.
are non-conforming and defective products the same?
-> Nonconforming products are those that fail to meet one or more of their specifications. These products are not unnecessarily unfit for use.
->When a nonconforming product has one or more defects, which are nonconformities that are serious enough to significantly affect the safe or effective use of the product, it is considered defective.
WHAT are 3 statistical tools we can use QC and improvement?
SPC = STAT PROCESS CONTROL
ACCEPTANCE SAMPLING
DESIGN OF EXPERIMENTS
S. A. D.
3 MANAGEMENT ACTIVITES WE CAN USE FOR IMPROVING Q?
QP PLANNING
QA ASSURANCE
QC&I CONTROL AND IMPROVEMENT
P.A.CI
WHAT ACRONYMS DO WE HAVE FOR SU1
trans man values ugly penguins (quality can be defined as: transendent, manf based, value based, user based, product based)
PACI: Q.PLANNING, Q.ASSURANCE, Q.CONTROL AND IMPROVEMENT Activities for managing quality
SAD: TOOLS FOR QC AND IMPROVEMENT: SPC, ACCEPTANCE SAMPLING, DESIGN OF EXPERIMENTS
8 + 3 DIMENSIONS OF QUALITY:
PENELOPE
PORTIA performance
COLIN conformance
ANTHONY aesthetics
FRAN features *
GREGORY reliability
DAPHNE durability *
SOPHIE serviceability
Agatha ATTENTIVENESS
Rae (pens maid) RESPONSIVENESS
Pen PROFESSIONALISM
EXPLAIN QP
Quality planning
□ Quality planning is a strategic activity that involves identifying customers (both internal and external) and their quality needs/requirements
□ Strategic quality planning is important to an organisation’s long term business success similar to product development, financial, marketing, or human resource plans.
□ Without a strategic quality plan, an enormous amount of time, money, and effort will be wasted by the organisation dealing with faulty designs, manufacturing defects, field failures, and
customer complaints.
EXPLAIN QA
Quality assurance
➢ This is all the activities that ensures the quality levels of products and services are properly maintained and that supplier and customer quality issues are properly resolved.
➢ Documentation of the quality system is an important aspect of quality assurance.
EXPLAIN QC/I
Quality control and improvement
➢ Includes all the activities aimed at ensuring that the products and services meet requirements and are improved on a continuous basis.
WHAT IS TQM BASED ON
∞ 1. INVOLVE EVERYONE in org
☺ 2. GOAL OF CUSTOMER SATISFACTION
↟ 3. CONTIN IMPROVEMENT
NOT LOOK AT ONLY Q OF FINAL PRODUCT, BUT AT QUALITY IN EVERY ASPECT OF PROCESS
WHY IS TQM NOT EFFECTIVE? *
NOT ENOUGH EMPHASSIS ON STAT METHODS FOR QC/I
focus on generalized training as opposed to specialised technical training
general business results orientated objects (instead of specific) ($ over Q)
insufficient high level management commitment
what is a popular Q standard/system
ISO - INTERNATIONAL ORGANISATION FOR STANDARDS
ISO 9000 FOR QUALITY MANAGEMENT
ISO 14000 ENVIROMENT MANAGEMENT
ISO 9000 standards are concerned with what an organisation does to ensure that its products or services conform to its customers’ requirements.
ISO 14000 standards focus on what an organisation does to minimise the harmful effects to the environment caused by its operations.
both look at process > product
WHAT IS IDEA BEHIND ISO
ENSURE PROCESSES MEET CERTAIN STANDARDS - DEFECTS OREVENTED THROUGH PLANNING AND APPLICATION OF BEST PRACTICES AT EVERY STAGE OF BSNS
The standards focus on identifying criteria by which any organisation (whether manufacturing or service-oriented) can ensure that products leaving its facility meet the requirements of its customers.
PROVIDE GOV/BUSINESS A BASIS FOR HEALTH/SAFETY/ENVIRONMENTAL LEGISLATION
FACILITATE INT TRADE
WHAT IS SIX SIGMA AIM
VAR IS ENEMY OF QUALITY - EACH POINT OF PROCESS IS A OPP FOR DEF/VARS - SO WANT TO REDUCE VAR AT EACH STEP TO POINT WHERE FAIL/DEF IS UNLIKELY - 3.4 DEFECTS PER MIL UNITS OR MEAN WITHIN 1.5 SIGMA OF TARGET
WHAT IS SIX SIGMA FORMULA
DEFECTS PER MILL OPP (DPMO) = [(NO OF DEFECTS)/(NO OF OPP FOR DEFECTS PER UNIT * NO OF TOTAL UNITS)] * 1 000 000
