Total quality management Flashcards
1
Q
Define total quality management.
A
- Managing the entire organisation so that it excels on all dimensions of products and services that are important to the customer.
2
Q
Two fundamental operational goals.
A
- Careful design of the product or service
2. Ensuring that the organisations systems can consistently produce the design: execution.
3
Q
what are quality specifications and quality costs?
A
- Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.
4
Q
Define design quality.
A
- Intended product or service performance (hope of high quality).
5
Q
Define conformance quality.
A
- Degree to which the product or service design specifications are met.
6
Q
Define ‘quality at the source’.
A
- The person who does the work takes the responsibility for making sure it achieves the desired quality.
7
Q
What are the dimensions of design quality
A
- Performance
- Features
- Reliability/durability
- Serviceability
- Aesthetics
- Perceived quality
8
Q
Define ‘Design quality’.
A
- The inherent value of the product in the marketplace and is thus a strategic decision for the firm.
9
Q
Define performance as a dimension of design quality.
A
- Primary product or service characteristics.
10
Q
Define ‘features’ as a dimension of design quality.
A
- Added touches, bells and whistles, secondary characteristics
11
Q
Define ‘reliability/durability’ as a dimension of design quality.
A
- Consistency of performance over time, probability of failing, useful life
12
Q
Define ‘serviceability’ as a dimension of design quality.
A
- Ease of repair
13
Q
Define ‘Aesthetics’ as a dimension of design quality.
A
- Sensory characteristics (sound, feel, look and so on)
14
Q
Define ‘Perceived quality’ as a dimension of design quality.
A
- Past performance and reputation.
15
Q
What are the two policies for managing quality?
A
- Design quality into the product of service we are going to offer before we start or change it radically - a proactive approach, planning quality into the product or service.
- Continuously strive to improve the product or service we offer - a reactive approach, continuously improving what we do (TQM) Most organisations do both.
16
Q
Define dimensions of quality.
A
- Criteria by which quality is measured.
17
Q
Define cost of quality.
A
- Expenditures related to achieving product or service quality, such as the cost of prevention, appraisal, internal failure and external failure.
18
Q
What are the four costs of quality?
A
- Appraisal costs
- Prevention costs
- Internal failure costs
- External failure costs
19
Q
Define ‘appraisal’ costs’.
A
- Costs of inspections, testing, and other tasks to ensure that the product or process is acceptable.
20
Q
Define ‘prevention costs’.
A
- The sum of all the costs to prevent defects, such as the costs to identify the cause of the defect, to implement corrective action to eliminate the cause, to train personnel, redesign product or system, and to purchase new equipment or make modifications.
21
Q
Define ‘internal failure’ costs.
A
- Costs for defects incurred within the system: scrap, rework and repair.
22
Q
Define ‘external failure’ costs.
A
- Costs for defects that will pass through the system: customer warranty repair replacements, loss of customers or goodwill, handling complaints and product repair
23
Q
Quality function deployment: six steps.
A
- voice of the customer (understand them/what they want)
- competitive analysis (how to gain competitive advantage, look at how competitors relate to customers)
- voice of the designer (find out capabilities and how can they be adjusted to meet customer needs).
- Correlation (Between what designer can do and what customer wants).
- Technical comparison (our products performance vs competitors).
- Technical trade offs (what is gained and what is lost with different alternatives
24
Q
Should all organisations have inspectors to inspect both the organisation and the quality of its products?
A
- Yes it would be beneficial.
- Inspectors detect and prevent problems from reaching customers
- All work should be inspected to prevent errors from spoiling other work or reaching customers:
- Incoming materials
- Own work (especially first items made)
- finished goods
25
What is statistical quality/process control.
- A method of ensuring that conformance to specification (of 'technical features) is maintained.
26
Name the tools for quality planning.
- Quality function deployment
| - Total quality management
27
What is 'quality function deployment'?
- A tool used to translate customer needs/wants as expressed in functional terms into a technical specification suitable for production.
aims:
- provide customers with products that they want
- Ensure satisfaction
Add extra quality = added value
28
What is the role of standards?
- For continuous improvement we must have standards to demonstrate improvement.
29
Explain how employee participation is important?
- Staff involvement is critical for the successful continuous quality improvement
- Requires a fundamental change in the role (behaviour and thinking) of managers.
No longer controllers of people but instead trainers, developers and team builders and leaders.
30
Why 'quality function deployment' works?
- Eliminates distance between customer and manufacturer by making product personal.
- Ensures customer satisfaction
- Places customer needs/wants as priority of the product/service.
- Aids in the translation of customer wants into product action.
- Verifies that the common goal between different business functional departments is customer satisfaction.
31
What are the three main principles of 'Total quality management'?
- Customer satisfaction
- Employee involvement
- Continuous improvements in operations, processes, people. communications yields better quality.
32
What is a 'quality circle'?
- Small groups looking at individual quality problems.
33
What are the five phases of DMAIC methodology?
- Define
- Measure
- Analyse (determine most likely causes of defects, understand how they came around)
- Improve (remove causes of defects)
- Control (determine how to maintain improvements, put tools in place to track key variables)
34
Define 'DMAIC'.
- An acronym for the define, measure, analyse, improve and control improvement methodology followed by companies engaging in six stigma programs.
35
What is six stigma?
- A statistical term to describe the quality goal of no more than 3.4 defects out of every million units. Also refers to a quality improvement philosophy and program.
- Seeks to reduce the variations in processes that lead to defects.
36
Name the analytic tools for six stigma and continuous improvement.
- Flowcharts
- Run charts
- Pareto charts
- Check sheets
- Cause and effect diagrams
- Opportunity flow diagrams
- Control charts
