Exam 1 - Fundamental Concepts Flashcards
Quality must be explicitly defined by an operational definition, which must specify:
- Measurable attribute
- Test methodology & sampling plan
- Standard for decision making
The four dimensions of quality are:
- Basic (non-negotiable) requirements
- Consumer needs
- Reasonable expectations
- Service obligations
Basic requirements of quality include:
- Safety
- Availability
- Nutrition
- Freshness
Consumer needs of quality include:
- Sensory pleasure
- Novelty/stimulation
- Variety
- Convenience
- Disposal/environment
- Special dietary needs (diabetics)
Reasonable expectations of quality include:
- Price/value
- Fulfills promises (label claims)
- Consistency over time
Service obligations of quality include:
- Clear and accurate labeling
- Preparation instructions
- Accessibility to corporate management
- Responsiveness to requests
T or F: Quality judgement (a good or bad product) depends on the extent to which physical characteristics of a product match the consumers’ perceptions of the product.
True
T or F: Quality by design does not require you to anticipate unarticulated customer needs.
False
_____, _____, and _____ are three quality characteristics.
Physical, sensory, and time orientation are three quality characteristics.
What is a specification?
A specification is a means of communicating reasonable expectations of quality to production personnel or customers. It can be one-sided or two-sided.
Specifications should be provided for both _____ and _____.
Specifications should be provided for both target value and the allowable variation (range or tolerance).
What are the definitions of the following defects:
- Critical
- Major
- Minor
- Critical - results in a hazardous or unsafe condition
- Major - substantially reduces fitness for intended use
- Minor - not likely to affect intended use
The cost of quality is equal to what?
COQ = prevention + assessment + failure
The Hidden Plant is:
The hidden plant is the percent of productive capacity used to make defective product
T or F: Quality drift occurs when the quality of a product improves as a result of continued monitoring from accumulated cost-cutting efforts.
False. Quality drift occurs when the quality of a product decreases as a result of continued monitoring from accumulated cost-cutting efforts.
