Quality Management Flashcards
(26 cards)
Effects on an organization if its services/goods are poor quality?
- higher transofrmation costs (rework)
- higher warranty costs )returns)
- loss of sales
- loss of reputation
- lawsuits
how can quality be improved?
move money from failure costs to control costs
Proactive measure Process Failsafe
Creating control condition where customer or employee can only take the correct action
- airplane bathroom, copy paste error, selld destructing syringes
Proactive prevention checklist
effective and efficien t
formalizes the lessons learned
best practices
improvement is typically immediate and significant
Six Sigma
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
DMAIC:
Define, Measure, Analyze, Improve, Control
walter shweart PDCA Cycle
Plan the improvment
Do implementation
Check actual results vs planned results
Act adjust so meets planned results
ISO 9000
A series of international generic management system standards to facilitate international trade by providing single set of standards
- process standards
ISO 1400
Focus on environmental damages and removing harmful effects on the organization
Advantage
- public imagine an liability
- good systematic approach
- compliance to regulatory requirements
ISO 2600
Guidance on social and environmental responsibilities on organizational governance, human rights, labour practices etc. Not a certification more like a voluntary approach
Pareto Analysis
- distingyiushing the vital few (80/20 rule)
- gather data on frequency of various events
- events are ranked in decreasing order of importance
Scatter Diagrams
plot data points and visually interpret results
Root Cause Analysis - Fishbone Diagram
keep asking why to understand the root cause
Acceptance Sampling
- a form of appraisal
- acceptance or rejection of goods which already exist
Process Control
a form of prevention
set standards to indicate when adjustments should be made while the services or good is being produced
Type I False Positive (consumer risk)
when there is not a problem but the sample says there is a problem
Type ii False-negative (producer’s risk)
when there is a problem and the same says there isn’t a problem
In control
the process is operation in its usual fashion and the variations are only by random fluctuations
Out of control
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
Data that counts (#of complaints)
attribute therefore p chart
data that measures cm, kg, etc.
variable –> x chart
Measurement by Variable
central tendency and we use x bar chart and r bar chart
How often should someone sample
depends on the cost of sampling
variability of process
cost of quality faults
when to monitor
before costly stages
at the end
historically unreliable stages
near beginning to isolate supplied problems
