Total Quality Management
Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.
What is Total Quality Management (TQM)?
Expenditures related to achieving product or service quality.
e.g. Appraisal, costs of prevention, internal failure, external failure, etc.
What are the 3 types of International Standards?
9000, 14001, 26000.
A philosophy and set of methods companies use to eliminate defects in their products and processes.
What is Six Sigma Quality?
How many analytical tools are in Six Sigma?
What are they?
1. Flowchart
2. Run Chart
3. Pareto Chart
4. Checksheet
5. Cause-and-effect diagram
6. Opportunity flow diagram
7. Process control chart
T/F. When evaluating quality it is important to evaluate it across a full array of quality dimensions.
What is True?
T/F. Cost of Quality only relates to external failure costs.
e.g. the product is not right and customer returns the product.
False.
Generally it relates to external failures, but quality at the source is also important.
(refer back to Canvas 10.2a example)
Family of standards on environmental management.
ISO 14000.
Since updated to ISO 14001:2015
T/F. Six Sigma control will produce no more than 6 defects per billion units.
False.
Six Sigma control will produce no more than 4 defects per million units.
Flowchart = diagram of sequence of operations.
Run chart = depict trends in data over time.
How many fundamental operational goals are there?
What are they?
1. Careful design of the product or service.
2. Ensuring that the organization’s systems can consistently produce the design.
What are the 4 types of Cost of Quality?
1. Appraisal Cost
2. Prevention Cost
3. Internal Failure Costs
4. External Failure Costs
Directs you to "document what you do and then do as you documented".
ISO 9000.
# of defects / (# of opportunities for error per unit X # of units)
Defects per million opportunities (DPMO).
Difference between Pareto Chart and Checksheet?
Pareto Chart = helps break down a problem into components.
Checksheet = basic form to standardize data collection.
Performance, Features, Reliability/Durability, Serviceability, Aesthetics, and Perceived Quality … these 6 are what?
Dimensions of Design Quality.
Appraisal Cost = Inspection of work station during production.
Prevention Cost = 15-minute quality training per week for employees.
Encourages organizations to discuss social responsibility issues and possible actions with relevant stakeholders.
ISO 26000.
T/F. Six Sigma seeks to reduce variation in the processes that lead to product defects.
What is True?
Difference between Cause-and-effect diagram and Process control chart.
Cause-and-effect diagram = shows relationship between causes and problems.
Process control chart = used to assure processes are in statistical control.
Define 1 Dimension of Quality.
Performance = Primary product/service characteristic
Features = Added touches, bells and whistles, etc.
Reliability = Consistency of performance
Serviceability = Ease of repair
Aesthetics = Sensory characteristics
Perceived Quality = Past performance and reputation
What is the difference between Internal Failure Costs and External Failure Costs?
Internal Failure Costs = Failed product repair costs are caught before leaving factory.
External Failure Costs = Failed product repair costs and any cost associated with product repair.
T/F. ISO 9000 and ISO 14000 are international standards for quality management and assurance.
What is True?
One benefit of Six Sigma it allows managers to describe the performance in terms of _____________ and compare different processes using a common metric.
Variability.
Define Opportunity flow diagram.
Used to separate value-added from non-value-added.