Quality Management

Question 1

Effects on an organization if its services/goods are poor quality?

Answer 1

• higher transofrmation costs (rework)
• higher warranty costs )returns)
• loss of sales
• loss of reputation
• lawsuits

Question 2

how can quality be improved?

Answer 2

move money from failure costs to control costs

Question 3

Proactive measure Process Failsafe

Answer 3

Creating control condition where customer or employee can only take the correct action

• airplane bathroom, copy paste error, selld destructing syringes

Question 4

Proactive prevention checklist

Answer 4

effective and efficien t
formalizes the lessons learned
best practices
improvement is typically immediate and significant

Question 5

Six Sigma

Answer 5

to reduce process variation to the point where only 3.4 defects per million are produced by a process that involves high-volume manufactured units or service transactions

Question 6

DMAIC:

Answer 6

Define, Measure, Analyze, Improve, Control

Question 7

walter shweart PDCA Cycle

Answer 7

Plan the improvment
Do implementation
Check actual results vs planned results
Act adjust so meets planned results

Question 8

ISO 9000

Answer 8

A series of international generic management system standards to facilitate international trade by providing single set of standards
- process standards

Question 9

ISO 1400

Answer 9

Focus on environmental damages and removing harmful effects on the organization

Advantage
- public imagine an liability
- good systematic approach
- compliance to regulatory requirements

Question 10

ISO 2600

Answer 10

Guidance on social and environmental responsibilities on organizational governance, human rights, labour practices etc. Not a certification more like a voluntary approach

Question 11

Pareto Analysis

Answer 11

• distingyiushing the vital few (80/20 rule)
• gather data on frequency of various events
• events are ranked in decreasing order of importance

Question 12

Scatter Diagrams

Answer 12

plot data points and visually interpret results

Question 13

Root Cause Analysis - Fishbone Diagram

Answer 13

keep asking why to understand the root cause

Question 14

Acceptance Sampling

Answer 14

• a form of appraisal
• acceptance or rejection of goods which already exist

Question 15

Process Control

Answer 15

a form of prevention
set standards to indicate when adjustments should be made while the services or good is being produced

Question 16

Type I False Positive (consumer risk)

Answer 16

when there is not a problem but the sample says there is a problem

Question 17

Type ii False-negative (producer’s risk)

Answer 17

when there is a problem and the same says there isn’t a problem

Question 18

In control

Answer 18

the process is operation in its usual fashion and the variations are only by random fluctuations

Question 19

Out of control

Answer 19

not operating in its usualy way, not purely random and assignable causes that are causing the variability

• doesn’t mean bad products just mean not behaving normally

Question 20

Data that counts (#of complaints)

Answer 20

attribute therefore p chart

Question 21

data that measures cm, kg, etc.

Answer 21

variable –> x chart

Question 22

Measurement by Variable

Answer 22

central tendency and we use x bar chart and r bar chart

Question 23

How often should someone sample

Answer 23

depends on the cost of sampling
variability of process
cost of quality faults

Question 24

when to monitor

Answer 24

before costly stages
at the end
historically unreliable stages
near beginning to isolate supplied problems

Question 25

Process capability

Answer 25

measures whether or not to output will routinely meet the design

Question 26

Specification limits

Answer 26

are externally set and is not effected by the process or sampling

measured by the relationship of the variation of individual values of the process