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Operations Management > Chapter 6 > Flashcards

Chapter 6 Flashcards

1
Q

What is the ASQ definition of quality?

A

the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs

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2
Q

What is user based quality?

A

better performance and more features

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3
Q

What is manufacturing based quality?

A

making it right (within spec) the first time

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4
Q

What is product based quality?

A

quality is a precise and measurable variable

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5
Q

What are some benefits of good quality?

A

Company reputation, reduced product liability, global competition

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6
Q

A set of quality standards set by the international organization for standardization

A

ISO9000

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7
Q

What are the four costs of quality?

A

Prevention Costs
Appraisal Costs
Internal Failure Costs
External Failure Costs

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8
Q

The cost of doing things wrong

A

Cost of Quality

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9
Q

The cost of doing things wrong

A

Cost of Quality

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10
Q

Costs assoicated with reducing the potential for defective parts or services (training)

A

prevention costs

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11
Q

costs related to evaluating products, processes, parts, and services (testing, inspection)

A

Appraisal Costs

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12
Q

Costs that result from production of defective parts or services before delivery to the customer

A

Internal failure Costs

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13
Q

costs that occur after delivery of defective parts or services (liabilities, lost goodwill, recalls

A

External Failure Costs

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14
Q

Management of an entire organization so that it excels in all aspects of products and services that are important to the customer

A

Total Quality Management

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15
Q

Management of an entire organization so that it excels in all aspects of products and services that are important to the customer

A

Total Quality Management

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16
Q

What are seven concepts for an effective TQM program?

A
  1. Continuous Improvement
  2. Six Sigma
  3. Employee Empowerment
  4. Benchmarking
  5. JIT
  6. Taguchi concepts
  7. Knowldge of TQM tools
17
Q

A continuous improvement model of plan, do, check, act

A

PCDA

18
Q

What is the Japanese term for continuous improvement?/

A

Kaizen

19
Q

Enlarging employee jobsso that the added responsibility and authority is moved o the lowest level possible in the organization

A

employee empowerment

20
Q

A group of employees meeting regularly with a facilitator to solve work-related problems in their work area

A

quality circle

21
Q

Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity

A

benchmarking

22
Q

What are the five steps of the benchmarking process

A
  1. Determine what to benchmark
  2. Form a benchmark team
  3. Identify benchmarking partners
  4. Collect and analyze benchmarking info
  5. Take action to match or exceed the benchmark
23
Q

What are the five steps of the benchmarking process

A
  1. Determine what to benchmark
  2. Form a benchmark team
  3. Identify benchmarking partners
  4. Collect and analyze benchmarking info
  5. Take action to match or exceed the benchmark
24
Q

What are three concepts given by Taguchi for TQM

A

quality robust, quality loss function, target-oriented quality

25
Q

Products that are consistently built to meet customer needs in spite of adverse conditions in the production process?

A

Quality Robust products

26
Q

A mathematic function that identifies all costs connected with poor quality and shows how these costs as product quality moves from what the customers want

A

quality loss function

27
Q

A philosophy continuous improvement to bring a product on raget

A

target-oriented quality

28
Q

What are the seven TQM tools?

A
  1. Checksheet
  2. Scatter Diagram
  3. Cause-and-Effect diagram (Fishbone)
  4. Pareto Chart
  5. Flowchart
  6. Histogram
  7. Statistic Process Control Chart
29
Q

A schematic technique used to discover possible locations of quality problems

A

Cause-and-effect diagram

30
Q

A graphic way of clasifying problems by their level of importance, often referred to as a 80-20 rule

A

Pareto Charts

31
Q

Block diagrams that graphically describe a process or system

A

Flowcharts

32
Q

A process used to monitor standards, mark measurements, and take corrective action as a product or service is being produced

A

Statistical Process Control

33
Q

A means of ensuring that an operation is producing at the quality level expected

A

inspection

34
Q

Controlling or monitoring at the point of production or purchase

A

source inspection

35
Q

What is a foolproof device or technique that ensures the production of a good unit every time

A

poka-yoke

36
Q

A type of poka-yoke that lsits the steps needed to ensure consistency and completeness in a task

A

checklist

37
Q

the ability to meet design specifications

A

process capability

Operations Management (6 decks)

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