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Intro to Quality (GPT) Flashcards

(85 cards)

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1
Q

What is Quality Type 1?

A

Features meeting customer needs, providing satisfaction. Income-related, costs more for enhanced features.

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2
Q

What is Quality Type 2?

A

Freedom from deficiencies, errors, failures, dissatisfaction. Higher quality costs less.

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3
Q

Why do people disagree on whether higher quality costs less?

A

Different quality types: Type 1 (features, costs more) vs. Type 2 (fewer deficiencies, costs less).

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4
Q

Why was a bank’s waste reduction proposal relabelled?

A

Management viewed quality improvement as higher cost. Relabeled as “productivity improvement” for approval.

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5
Q

What was the traditional definition of quality in quality departments?

A

Conformance to specification.

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6
Q

Why can “conformance to specification” be an inadequate quality definition?

A

Errors, omissions, language issues, missing requirements, or wrong analysis in specs.

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7
Q

What is the modern definition of quality?

A

Includes customer needs, even if not in product specifications.

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8
Q

How does quality affect income?

A

Increases revenue through greater sales and customer satisfaction. Deficiencies lead to complaints, returns, lawsuits, reducing income.

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9
Q

What is the cost of poor quality?

A

All costs that disappear without deficiencies (e.g., rework, rebuilding, obsolescence). Shockingly high.

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10
Q

What are the conflicting quality perspectives?

A

Manufacturing (conformance to specs) vs. user-centric (meeting customer needs).

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11
Q

What is the Juran Trilogy?

A

Quality Planning, Quality Control, Quality Improvement.

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12
Q

How does financial planning relate to quality planning?

A

Prepares annual budget, defines deeds, translates into money, sets financial goals, similar to quality goal-setting.

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13
Q

How does financial control parallel quality control?

A

Evaluates performance, compares to goals, acts on differences, using subprocesses like cost or inventory control.

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14
Q

How does financial improvement relate to quality improvement?

A

Aims to improve results via cost-reduction projects or new facilities, akin to quality improvement initiatives.

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15
Q

Why is the Juran Trilogy universal?

A

Applies planning, control, improvement processes across industries, functions, cultures, mirroring financial management.

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16
Q

Why is quality described as a continuous revolution?

A

Ongoing need for improvement as customer needs and technologies evolve.

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17
Q

What is the customer focus in Quality Type 1?

A

Providing customer satisfaction as the chief operating goal.

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18
Q

How is quality prioritized in Quality Type 1?

A

Written into corporate policies as a top priority.

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19
Q

What is strategic quality planning in Quality Type 1?

A

Includes quality planning in the business plan to meet customer needs.

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20
Q

What is benchmarking in Quality Type 1?

A

Setting goals based on superior results achieved by others.

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21
Q

What is continuous improvement in Quality Type 1?

A

Including quality improvement goals in the business plan, recognizing quality as a moving target.

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22
Q

How is training extended in Quality Type 1?

A

Beyond quality department to all functions and levels, including upper managers.

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23
Q

What is the shift from little Q to Big Q in Quality Type 2?

A

Broadening quality focus from specific processes to company-wide results.

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24
Q

How is partnering applied in Quality Type 2?

A

Cross-functional teams prioritize company results over functional goals, extended to suppliers/customers.

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25
What is employee empowerment in Quality Type 2?
Training and empowering workers to participate in planning/improvement via self-directed teams.
26
How is motivation provided in Quality Type 2?
Through recognition and rewards for responding to quality revolution demands.
27
What measurements are developed in Quality Type 2?
Track progress in customer satisfaction, competition, and quality improvement.
28
What is upper management’s role in Quality Type 2?
Personally manage quality, recognizing non-delegatable responsibilities.
29
Why are some quality strategies considered experiments?
Innovative approaches may not guarantee results across similar companies.
30
How was quality assurance traditionally ensured in marketplaces?
Through inspection, testing before purchase, and certifying sellers.
31
How did audits enhance quality assurance with growing commerce?
Established product/process standards, audited for compliance to ensure quality.
32
How did political authorities support quality assurance?
Conducted independent product inspections to protect export quality reputations.
33
How did the Industrial Revolution change quality assurance?
Large-scale production led to inspection/testing, then quality control systems in the 1900s.
34
How were quality control systems enforced for suppliers?
Mandated by buyers, audited before/during supply contracts to ensure compliance.
35
What challenges did suppliers face with mandated quality control systems?
Lack of standardization, multiple customer-specific systems, and burdensome multiple audits.
36
Why were multiple audits burdensome for suppliers?
Each customer audited independently, unwilling to accept others’ findings, especially impacting small suppliers.
37
How did military procurement influence quality control systems?
Mandated QCS with audits to ensure conformance, minimizing multiple audits via NATO standards.
38
Why did suppliers resist mandated quality control systems?
Viewed as burdensome, but economic power of buyers prevailed. Suppliers later recognized benefits as good business practice.
39
How did mandated QCS change QA responsibility?
Producers became responsible for both product and QA, adopting mandated systems and providing compliance data, audited by buyers.
40
What is the role of ISO 9000 standards in quality control?
Widely accepted for QCS, not legally required but beneficial for marketing. Enables potential for single audits.
41
How did explosive growth in science and technology affect quality?
Enabled benefits like longer lifespans, better communication, but required complex designs and precise execution.
42
Why were empirical methods inadequate for new technologies?
Failed to provide reliable product/process designs, leading to low yields and high field failures.
43
Why were inspections and warranties costly QA solutions?
Separated good from bad but didn’t prevent defects/failures, causing customer dissatisfaction.
44
What are the steps of the quality planning solution?
Establish project, identify customers, discover needs, develop product/process, develop controls, transfer to operations.
45
How is a quality project established?
Identify project, prepare mission statement, set specific, measurable, agreed, realistic, time-specific quality goals.
46
What are the types of customer needs in quality planning?
What activities are involved in process quality management?
47
What activities are involved in process quality management?
Analyze existing/related processes, test alternatives, leverage new technology, gather customer info, simulate, benchmark.
48
What are the goals of process quality improvement?
Eliminate error sources, reduce redundancies/handoffs, shorten cycle time, replace defective tasks, correct sequencing.
49
What are procedures in process responsibility?
Series of steps followed in a regular, definite order.
50
What are methods in process responsibility?
Orderly arrangement of tasks, activities, or procedures.
51
What are equipment and supplies in process responsibility?
Physical devices and hard goods needed to perform the process.
52
What are materials in process responsibility?
Tangible elements, data, facts, or information used as inputs or processed in the system.
53
What is the role of people in process responsibility?
Individuals with required skills, assigned goals, and tasks to perform the process.
54
What is training in process responsibility?
Skills and knowledge required to complete the process effectively.
55
What are other resources in process responsibility?
Additional resources like secretarial support, outsourcing (e.g., printing, copying, temp help).
56
Why is process design easier to manage than product design?
Process design follows structured steps, similar to product design, but is more systematic and controllable.
57
How did quality warranties support QA in commerce?
Ensured product quality across supply chains, audited for compliance to protect consumers.
58
How did NATO influence quality control systems?
Evolved international QCS standards, reducing multiple audits for military procurement.
59
Why did suppliers eventually accept mandated QCS?
Recognized provisions as good business practice, improving efficiency and reliability.
60
Why was defect prevention critical in industrialized QA?
Inspections/warranties were costly and didn’t reduce dissatisfaction; preventing defects/failures was essential.
61
What historical factors contributed to the rise of quality assurance in the workplace?
After WWII, the complexity and safety demands of industries such as defense, space exploration, and nuclear power required more rigorous product inspection and documentation of procedures. This spurred the need for formal quality assurance frameworks.
62
Why did companies push for standardized quality management practices?
Initially, each customer audited their suppliers independently, which was inefficient and inconsistent. This led to the need for a widely accepted certification route, ensuring minimum specifications and testing standards in both products and processes.
63
What is BS5750, and what was its purpose?
BS5750 was a British standard, primarily used in military applications. It was developed to help companies document their commitment to quality and system standards. It later evolved into the ISO9000 series.
64
How did ISO9000:1987 differ from earlier standards like BS5750?
ISO9000:1987 was based on BS5750 and heavily influenced by U.S. military standards. It focused on retroactive quality control through inspections and corrective actions rather than prevention.
65
What key improvement did ISO9000:1994 introduce?
It emphasized preventive actions over corrective actions and required evidence of compliance with documented procedures. However, it also led to excessive procedural documentation and bureaucracy.
66
What significant shift occurred in ISO9000:2000 standards?
ISO9000:2000 introduced a process-focused approach with performance metrics. It reduced the requirement for documented procedures where proven effective processes existed. It also established third-party auditing and 3-year recertification cycles for objective benchmarking.
67
What are the Eight Quality Management Principles of ISO9000:2000?
Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships
68
What are the four core QMS standards under ISO9000:2000?
ISO9000: Fundamentals and Vocabulary ISO9001: Requirements ISO9004: Performance Improvement Guidance ISO19011: Guidelines on Quality and Environmental Auditing
69
What are the four major elements of the ISO9000 quality system structure?
Management Responsibility Resource Management Product Realization Measurement, Analysis, and Improvement
70
What sub-elements fall under 'Management Responsibility' in ISO9000?
Management Commitment Customer Focus Quality Policy Planning Administration Management Review
71
What are the components of 'Resource Management' in ISO9000?
Provision of Resources Human Resources Facilities Work Environment
72
What does 'Product Realization' encompass in ISO9000?
Planning of realization process Customer-related processes Design and/or development Purchasing Production and service operations Control of measuring and monitoring devices
73
What processes are involved in 'Measurement, Analysis and Improvement'?
Planning Measurement and Monitoring Control of Nonconformance Analysis of Data Improvement
74
What are the cost implications of QMS certification?
Certification costs include audits ($10k–$40k), training and documentation (~$100k). However, it can lead to savings through data-driven improvements and is valuable for legal evidence and continuous improvement.
75
What quality improvements were reported by DuPont and Toronto Plastics?
DuPont: Increased on-time delivery from 70% to 90%, reduced cycle times from 15 to 1.5 days, increased first-pass yield from 72% to 90%, cut test procedures by 1/3. Toronto Plastics: Reduced product defects from 150 to 15 per 1000 units in one year.
76
What is BS7000, and what aspects of design management does it cover?
BS7000 is a comprehensive set of design management standards. It includes guidance for managing innovation, product and service design, construction design, obsolescence, and inclusive design, along with a glossary of terms.
77
What are the BS7373 standards, and whom are they aimed at?
Aimed at SMEs, BS7373 provides guides for preparing product specifications and criteria identification. Parts include: BS7373-1 (2001): Preparation of specifications BS7373-2 (2001): Product criteria and conformity BS7373-3 (2005): Service specification criteria
78
What is Quality Function Deployment (QFD) and its role in product development?
QFD is a structured approach to translating customer expectations into product and process features. It supports cross-functional communication and is central to Integrated Product Development, Simultaneous Engineering, and Concurrent Engineering.
79
What are the four phases of QFD implementation?
Market Analysis – Identify customer needs Competitor Analysis – Assess market positioning Success Factors – Determine key performance drivers Translation to Design – Convert insights into actionable design and process characteristics
80
How does Conjoint Analysis support QFD?
Conjoint Analysis involves asking potential customers to rank product concepts based on chosen factors. It helps isolate important attributes using factorial design. Toyota used it to cut design costs in half and reduce development time by one-third.
81
How is competitor analysis integrated into quality management practices?
Competitor products are continuously evaluated using the same rigor as internal products, which helps maintain competitive advantage and identify performance gaps.
82
What are the stages of product development in quality planning?
Product Planning: Customer desires → product features Product Design: Select optimal design, identify critical parts Process Design: Define key process parameters and control strategies Production Design: Set production instructions, measurement frequency, and tools
83
What is the purpose of ISO documentation even if certification isn't pursued?
Reading ISO materials provides valuable insights into quality principles, industry best practices, and areas of improvement—even without full certification.
84
What is TickIT, and how does it apply to software development?
TickIT adapts ISO9001 to software development, offering guidance without altering core ISO requirements. It emphasizes industry best practices, enhances market confidence, and is often cheaper than ISO. Compatible with other standards (ISO14001, ISO20000, ISO27001).
85
What are the benefits of using TickIT for software companies?
Builds customer and market confidence Enhances credibility and competitiveness Improves communication, planning, and cost control Provides a lighter, more focused alternative to full ISO certification

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