chapter 6 flashcards
(45 cards)
does improving quality cost or save money?
it will save money
what are the two outcomes with improving quality?
- sales gains
- reduces costs
both of these lead to increased profits
what are some pros to Sales Gains?
- improved response
- flexible pricing
- improved reputation
what are some pros to Reduced Costs ?
- increased productivity
- lower rework and scrap costs \
- lower warranty costs
what is ASQ?
product characteristics and features that affect customer satisfaction (performance, features, reliability, durability, serviceability)
what is User-based?
what consumer says it is
what is Manufacturing Based?
degree to whi9ch a product conforms to design speciicawon
what is Product Based?
level of measurable product characteristic
what are some dimensions of Quality for Goods?
- operation/performance
- reliability
- features
- durability
- conformance
- serviceability
- appearance
- perceived quality
what are the determinants of Service Quality and explain each one ?
- reliability: consistency and dependability
- responsiveness: willingness/readiness of employees to provide service ; timeliness
- competence : possession of skills and knowledge required to perform service
- access: approachability and ease of contact
- courtesy: politness, respect, consideration, friendliness of contact personnel
- communication: keeping customers informed in languages they understand
-credibility: trustworthiness, believability, honesty - security: freedom from danger, risk or doubt
- understanding/knowing the customer: making the effort to understand the customer’ needs
- tangibles: the physical evidence of the service
how do we recognize and reward Quality?
through promotion of High Quality Goods and Services. some examples of these are…
- CAE (Canadian Award of Excellence)
- Malcom Baldrige National Quality Award
- Deming Prize (Japan)
- European Quality Award
what are award s based on?
- leadership
- customer focus
- people focus
- supplier/partner focus
- planning
- proces management
- total business performance
what are the 4 categories/areas of costs for Quality?
- Prevention Costs
- Appraisal Costs
- Internal Failure
- External Costs
what are Prevention Costs ?
reducing the potential for defects. $1 spent (invested) on preventions, saves $10 in external and internal failures
what are Appraisal Costs?
evaluating products
what are Internal Failure costs?
of producing defective parts or service
what are External Costs?
occur after delivery
what costs are considered Good Costs and which ones are considered Bad Costs?
Good Costs:
- Prevention
- Appraisal
Bad Costs:
- Internal
- External
TQM is not…?
a philosophy but a program
what is TQM?
- it encompasses entire organization, from supplier to customer
- stresses a commitment by management to have a continuing, company wide, drive toward excellence in all aspects of products and services that are important to the customer
what’s a Quality Circle?
- a group of 6-12 employees from the same work area
- they meet regularly to solve work related problems, cut costs, continuous improvement
- about 4 hours a month
- facilitator trains and helps with meetings
what are some things a Quality Circle will discuss?
- the benefits and the limitations of quality circles
- the impact of quality circles
- requirements for quality circles to be successful
- implementation of quality circles in the US
what is the process of Benchmarking?
- determine what to benchmark
- form a benchmark team
- identify benchmarking partners
- collect and analyze benchmarking information
- take action to match or exceed the benchmark
what is the relationship JIT (Just In Time) has with Quality?
- cut costs of quality
- improves quality
- better quality means less invent and better, easier to employ JIT system
