Chap 9 Flashcards Preview

GMS 401 bis > Chap 9 > Flashcards

Flashcards in Chap 9 Deck (33):
1


Quality


The ability of a good or service to consistently meet customer's expectation

2


Quality control


Originated with the industrial revolution. It involves monitoring, testing, and correcting quality pb after they occur. 

3


Quality Assurance


Providing assurance that product's quality will be good by preventing defects before they occur.

4


Continuous Improvement


Never ending improvement to key processes as part of Total Quality Managment

5


7 Dimentions of quality for a good

A image thumb
6


what are the 7 quality dimentions of a srevice

A image thumb
7

3 determinants of quality


- Product design

- Process design

- Production

8

4 Cost of quality

- Internal Failure

- External Failure

- Apraisal Cost

- Prevention Cost

9

4 Quality Gurus


- Edward Deming

- Joseph Juran

-Armand Feignbaum

- Philip Crosby

 

10

Edward Deming

 

14 Points

Statistical Process Control

11


Joseph Juran


- Quality: Fitness as Use

- Trilogy: Quality planning, Quality control, Quality Imprvement

- Continuous Improvement

- Cost of quality

 

12

Armand Feignbaum


quality as a total field and not just tools and techniques

- quality at the source (every employee is responsable for inspecting his or her own work)

13

Philip Crosby


-Zero defect ( the philosophie that any level of deffect is too high)

- Quality is free

14

ISO 9001

International standard for quality management system. It is essential for international businesses

15


ISO in 5 Points

- Quality Managment System

- Managment Responsability

- Resource Managment

- Product realization

- Measurement, Analysis, Improvement

16


what is the Hazard Analysis Critical Control Point (HACCP)


A quality Management system similar to ISO 9001 designd for food processors

17


3 Steps in HACCP


- Performance Hazard Analysis

- Determine the Critical Control Point

Establish the HACCP plan

18


Canada award for excellence

( 6 main criteria)


- leadership and governance

- Planning and environmental sustainability

- customer/ Citizen/ Client Focus

- Peaple focus and healthy workplace

- Process Managment

- Supplier / Partner Focus

19


Canada Award For Excellance

( 4 Levels of quality Managment )


-Fondation

- Transformation

- Role Model

- World class

20


Quality Managment


Involving everyone in a continual effort to improve quality and satisfy the customer

21

5 Steps of TQM


- Find out what the customer wants

- Design a product that meets or exceds customers wants

- Design Process that facilitate quality at the source

- Keep track of results ( TQM is data driven)

- extend these concepts to suppliers and partners

22


Plan Do Study Act cycle

The problem solving and quality improvemnt methodology used in the continuous improvement

A image thumb
23


6 Sigma


A sofisticated statistical approch to pb solving that allow a maximum of 3.4 deffect per million

24

5 Steps of 6 sigma

A image thumb
25


7 Basic Quality tools


- Process flow diagram

- Check Sheet

- Histogram

- Pareto Chart

- Scatter Diagram

- Control Chart

- Cause effect Diagram

26


Process Flow Diagram

A image thumb
27


Check Sheet

A image thumb
28


Histogram

A image thumb
29


Pareto Chart

A image thumb
30

Scatter Diagram

A image thumb
31


Control Chart

A image thumb
32


Cause & Effect Diagram

A image thumb
33


What are the 5 methodes for generating ideas

A image thumb