Quality Management Flashcards
What is seen as ‘quality’ in business?
-Innate excellence (individual quality experience)
-Fitness for intended use
-Performance, reliability and durability
-Level of technology
-Convenience of use
-Appearance and style
-Value (performance to cost ratio)
-Customer service (before and during sale)
-Delivery time
-After-sales service
What are the 4 quality doctrine principles?
Principle 1:
-Responsibility of everyone involved in the production of the service/good
Principle 2:
-Continuous quality improvements required in all areas of the business
Principle 3:
-Quality is best achieved by preventing mistakes (minimise defects)
Principle 4:
-Prioritise improvements that will have the maximum system benefit
Explain the statistical process control method
-Key parameters of a process are measured & monitored
Evaluates in terms of both capability and trend (create control charts):
-Sudden differences show change in process or staff or mechanical failure
-Gradual differences show degradation of tooling
What percentage of parts are accepted for a 6-sigma (6 standard deviations) allowance?
99.9997% (reject 34 samples per 10 million)
Explain ‘DMAIC’ in the 6-sigma framework
Explain the ‘define stage’ in DMAIC for the 6-sigma framework
Problem statements must be SMART:
-Specific (is it clear what the problem is?)
-Measurable (can we measure & analyse the process)
-Achievable (can we solve the problem?)
-Relevant (will the solution improve customer satisfaction?)
-Timely (timeframe for implementing change?)
Explain the ‘measure stage’ in DMAIC for the 6-sigma framework
-What do we need from measurements?
-How to measure the problem?
-Collect process data
-Check the data quality
Key performance indicators (KPI) cover:
-Customer perspective (reliability, quality)
-Supplier perspective (delivery vehicles)
-Effectiveness (speed of service)
-Efficiency (cost of each delivery)
Explain the ‘analyse stage’ in DMAIC for the 6-sigma framework
-Theories and ideas of issues formed from data
Tools:
-Value stream mapping
-Root cause analysis
-FMEA
-Brainstorming
-Fishbone diagrams
-Fault trees
-Pareto analysis
Explain the ‘improve stage’ in DMAIC for the 6-sigma framework
-Potential solutions from analysis (easiest/cheapest first)
Will ask:
-Will solutions eliminate root issues?
-Are solutions likely effective?
-Will the customer accept the solutions?
-Will the business accept the solutions?
-Can the solutions be standardised?
-Compare with another process with similar problems
Explain the ‘control stage’ in DMAIC for the 6-sigma framework
-Have project goals been met?
How to control processes:
-Policy or procedure changes
-New standards
-Change engineering drawings
-Change manufacturing planning
-Revising accounting systems
-Change information systems
-Quality issues tend to arise during the design phase
Explain ‘system design’ for designing a robust product
-What makes it work at a functioning level
Includes:
-Sub systems
-Components
-Materials
-Production and process technologies
-Maintainability
Explain ‘parameter design’ for designing a robust product
-Identify real world application conditions
-Product must be robust and reliable (should not be ‘over-engineered’)
Explain ‘tolerance design’ for designing a robust product
-Tolerances shouldn’t be over specified (costs rise exponentially with tolerance)
Explain ‘supplier involvement’ for designing a robust product
-Implement suppliers in the design process (reduces costs)
Changes:
-The design
-Manufacture and validation process
-Company trusts supplier technically and financially (contract security for supplier)
Explain the ‘Poka-Yoke’ technique to mistake proof designs
-Eliminate human error (as much as possible) in design
-Parts that only fit in one place (USB stick)
-Assemblies where components can only fit in one orientation
-Parts delivered in sectored trays (identify mismatched parts)
