quality management Flashcards
(23 cards)
What are the 6 quality costs?
Product design and specification Materials and components Production Customer contact Employee training and motivation What standards you aiming for?
What are the Categories of quality costs
Prevention costs
apprisal costs
internal failure costs
external failure costs
What does total quality management include?
all parts of firm all staff of firm consideration of all costs every oppotunity to get things right all systems that affect quality never stops
what stage is it best to reduce errors and why?
the concept stage as this is at the start when it costs less to reduce errors as appose to when in the market
Where in the process should the inspection take place?
At the start when you receive matierals because otherwise you buy materials that may not be adequate
How often should the inspection take place
Before and after process
What sample size should be used?
Larger than 30
Why is normal distribution more favourable?
Normal distribution presents the percentage of how many falls within the range of error
What is refered to as the tolerance limit?
upper and lower tolerance limits (UTL, LTL).
is variance wanted? if not why?
A lot of variance makes it hard to detect performance
What can indicate whether performance is getting better or worse
Trends
How can you understand error in data?
place boundary on data and if data exceeds this boundary there is an error on that part
What would you do to the process if it is to close to average?
although this is close to average what we want its to close so there could be an issue with measurements
What is it called when you stop the process and there was nothing wrong with it?
Type 1 Error
What is Quality?
Quality is conformance to requirements (customers) or specifications (developed by operations manager).
Quality is fitness for use.
whats the Difference between expectations and perceptions
Perceptions -how you understand the prouct
Expectation -what want and expect from profuct
In the gap model, how are customers expectations shown?
previous expienece - reliable brand
WOM -influenced from others
image of product/service -good marketing campaign
What are the Quality characteristics?
Functionality Appearance Reliability Durability Recovery Contact
Discuss Attribute and Variable measures of quality
Attribute does it work?
Quality perspectives
Easy to make judgements
Variable meausres quantitative measure
Use numbers to compare the product
Use numerics to provide statistical anaylsis
Can you interchangeably use attributes and variables? How?
Transform variable to attribute
EG: lengh of blade has to be 3m but company accepts 2.95-3.05
Answer is simple: YES WE ACCPEPT
Attribute to variable
Whether staff is struggling
If you want to know you ask people to rate their performance
From this you obtain statistics
Describe each category of Quality costs?
Prevention costsCost of activities designed to reduce or stop defects or failures.
Invest in machinery/labour
Appraisal costCost of evaluating the quality achieved
-invest in tests and exams
Internal failure costs.Cost incurred for non-conformance of products, components and materials before sold to customer.
- Incur expenses and time on other products
External failure costsCost incurred for non-conformance after product is sold to customer.
Dealing with complaints
Loss of reputation
What is The traditional cost of quality model?
Optimal level of effort needed to provide quality
Past this optimal point any investment (effort) should decrease errors and provide better qulaity products altogther
Discuss the need for TQM AND SPC
TQM - fostering an overall environment supportive of quality improvement
SPC, focuses on quality in quantitative engineering terms (e.g. measuring quality and assuring compliance to specification
Both views are needed to formulate an effective quality improvement program. All TQM with no SPC produces talk without substance, while all SPC with no TQM produces number without purpose”
