quality
ability of a product or service to meet customer needs
ISO 9000
set of quality standards developed by the international organization for standardization
cost of quality (COQ)
the cost of doing things wrong-that is, the price of nonconformance
Total quality management (TQM)
management of an entire organization so that it excels in all aspects of the products and services that are important to the customer
PDCA
continuous improvement model of plan, do, check, act
Six sigma
a program to save time, improve quality and lower costs
employee empowerment
Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization
quality circle
team of employees who meet periodically to discuss ways of improving work quality
quality loss function (QLF)
a mathematical function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants
target-oriented quality
A philosophy of continuous improvement to bring a product exactly on target.
cause-and-effect diagram
schematic technique used to discover possible locations of quality problems
Pareto charts
a graphic way of classifying problems by their level of importance, often referred to as the 80 to 20 rule
flowcharts
Block diagrams that graphically describe a process or system
statistical process control (SPC)
a process used to monitor standards, make measurements, and take corrective action as a product or service is being produced
control charts
graphic presentations of process data over time, with predetermined control limits
inspection
means of ensuring that an operation is producing at the quality level expected
source inspection
controlling or monitoring at the point of production or purchase at the source ( people at source do inspection)
poka-yoke
Literally translated, "foolproof"; it has come to mean a device or technique that ensures the pro- duction of a good unit every time.
checklist
type of polka-yoke that lists the steps needed to ensure consistency and completeness in a task
attribute inspection
an inspection that classifies items as being either good or defective
variable inspection
classifications of inspected items as falling on a continuum scale, such as dimension or strength
service recovery
training and empowering frontline workers to solve a problem immediately
3 approaches to the definition of quality
1. user based
2. manufacturing based
3. product based
-if quality is not there, company reputation can be damaged
-global implications
quality leaders
1. W.Edwards Deming- introduced plan, do, check, act (PDCA)= in order to focus on quality there must be a process
2. Philip B. Crosby- zero defects = continue to work on quality to make sure there are no defects
3. Armand Feigenbaum- quality begins at the
quality management recognition (4 awards)
-Malcolm baldridge national quality award
-the deming prize
-ISO 9000
-ISO 14000
Malcom Baldridge national quality award
award recognizes companies focused on quality (highest level of national quality to receive for US company) that only 2 manufacturers, 2 small businesses, 2 services, 2 education and 2 health care receive
the deming prize
named after edward deming, established in 1951, anyone company can receive it, give by smart japanese people 1991 first US company won it called Florida Power and Light
ISO 9000 award
developed by international organizations for standardization- can be taken away if it is not up to standards
ISO 14000
focus on quality and service on the environment and sustainability
cost can be broken down into two categories
achieving
-prevention costs= quality planning, design costs/ planning, training costs, information costs
- appraisal costs= measuring, testing and analyzing
poor quality
-internal= generates scrap, rework, process failure, down time, price down grades
-ex
7 concepts of total quality management (TQM)
1. continuos improvement
2. 6 sigma
3. employee empowerment
4. benchmarking
5. JIT
6. Taguchi concept ( japanese version of TQM
7. knowledge of TQM tools
7 suggestive areas of where an when to inspect
1. at your supplier facility before it gets to the shipping dock
2. at your receiving dock
3. before costly or irreversible process
4. in-process inspection
5. final inspection
6. your shipping dock
7. at the point of customer contact
attributes v. variables
inspect both total quality management in services