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Flashcards in ch. 6 (not on this test) Deck (14)
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1
Q

what is quality?

A
  1. “Quality is the degree to which a product conforms to a design or specification”
  2. “Quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost”
  3. “Quality is how well a product fits patterns of customer preferences”
  4. “Quality is fitness for use”
  5. “Quality has many dimensions”
2
Q

customer

A

Anyone (person or entity) who is affected by the service, product or process.

3
Q

External customers

A

ultimate users of the product or service, current or potential, and intermediate processors (retailers, distributors, etc.)

4
Q

internal customers

A

persons departments or divisions within the organization involved directly in making the product or service

5
Q

quality dimensions for products? (8)

A
  1. performance
  2. features
  3. reliability
  4. durability
  5. serviceability
    6 conformance
  6. aesthetics
    8 perception
6
Q

quality dimensions for services? (9)

A
  1. Timeliness
  2. Completeness
  3. Courtesy
  4. Consistency
  5. Accessibility
  6. Accuracy
  7. Responsiveness
  8. Convenience
  9. Communication
7
Q

Why is quality important?

A
  1. Production Costs
  2. Loss of Productivity
  3. Product Liability
  4. Company’s Reputation
  5. Loss of Market Share
  6. The Bottom Line:
    - Profitability and Matter of Survival
8
Q

costs of quality?

A
  1. failure cost
  2. prevention costs
  3. appraisal costs
9
Q

Failure costs: definition and ex.

A
  1. internal costs: during production and before delivery (scrap, rework, retest)
  2. External costs: after delivery (returns, warranty work, replacements, loss of goodwill and sales, product liability)
10
Q

prevention costs

A
  1. Quality planning
  2. Quality implementation
  3. Product design
  4. Process design
  5. Training & Education
  6. Preventive maintenance
11
Q

appraisal costs

A
  1. Measuring & Testing Products
  2. Receiving & Inspection 3. Data Analysis
  3. Testing Equipment, etc
12
Q

Total quality management (TQM)

A

A set of management principles (strategic choices) encompassing all activities and processes at all levels of an organization that focus on achieving higher customer satisfaction through continuous improvement.
(TQA, TQA)

13
Q

Total quality management principles

A

1.Customer focus
2.Excellence in product design
3.Excellence in process design
4.Statistical Quality Control (SQC) methods
5.Quality is everybody’s job
6.Employee training/education
7.Employee empowerment
8Competitive benchmarking
9. Suppliers’ involvement
10. Do-it-right-first time
11. Quality at the source
12.Top management support and 13. leadership
14. Goal-setting by top management
15. Team approach (quality circle)
16. Record, analyze, evaluate results
17. Systematic and continuous improvement
18. Restructure reward system

14
Q

6

A

18-40