| AB | |
| is identified as managing the whole organization so that it excels on all dimensions of products and also services that are crucial to the customer | |
| Design quality | Inherent value of the product in the marketplace. Size include: Performance, Features, Reliability/Durability, Serviceability, Aesthetics, and also Perceived Quality. You are watching: Design quality refers to the inherent value of the product in the marketplace. |
| Conformance quality | Degree to which the product or service design specifications are met. Tactical, day-today. Top quality at the source-person that does work takes obligation for requirments |
| cost the quality | appraisal cost, external failure, prvention, and also internal failure costs |
| appraisal costs | inspection, testing, and other taste to ensure product is acceptable |
| prevention costs | sum that all expense to prevent defects. Prices to identify, correct actions, train, redesing and also buy brand-new equip |
| internal fail costs | incurred in ~ the system. Scrap, re-work, repair |
| external fail costs | defects that pass thru the system. Client warranty replacement, lose of customers, handling complaints and also product repair. |
| Six Sigma Quality | A ideology and collection of approaches companies usage to remove defects in your products and also processes. Seeks to alleviate variation in the procedures that lead to product defects. Refers to the variation the exists in ~ plus or minus 3 standard deviations of the procedure outputs. |
| Six Sigma | allows supervisors to readily describe process performance using a typical metric: Defects every Million avenues (DPMO). # of defects/ <# that opp>* # of units |
| Six Sigma Quality: DMAIC Cycle | Define, Measure, Analyze, Improve, and Control. Occurred by General electrical as a method of focusing initiative on top quality using a methodological approach. In its entirety focus the the methodology is to recognize and achieve what the client wants. A 6-sigma routine seeks to alleviate the sport in the procedures that lead to these defects. |
| define | Customers and also their priorities. Poject perfect for 6 sigma efforts, determine CTQs |
| measure | Process and its performance. Internal procedure that measure up CTQs |
| anaylze | causes and also defects. Recognize defects through identifying vital variables that cause variation |
| improve | remove causes of defects. Confirm key variables and effects ~ above CTQs. Recognize max variety of variable and modify to fit range |
| control | maintain quality. Put tools in location to maintain range. |
| run chart | Can be used to determine when tools or processes are no behaving according to specifications. Depict patterns in data end time, commonly plot average of process |
| Pareto Analysis | Can be provided to discover when 80% of the problems may be attributed to 20% the the causes |
| checksheet | Can be supplied to save track the defects or used to make sure civilization collect data in a correct manner. Supplied to create histograms |
| histogram | Can be used to recognize the frequency of quality defect occurrence and display quality performance. |
| cause and also effect diagram | Can be offered to systematically track backwards to discover a feasible cause of a quality trouble (or effect). Fish-bone |
| control charts | Can be supplied to monitor recurring production process quality and quality conformance to declared standards that quality. Transforms are in statistical control |
| Failure Mode and also Effect Analysis | (DMEA) is a structured approach to identify, estimate, prioritize, and evaluate hazard of possible failures in ~ each stage in the process. Usage RPN (risk priority #) is calculated for each fail mode, occurence, severity and also detection. Fix and recalculated |
| Design of experiment (DOE) | a statistical test to identify cause-and-effect relationship between procedure variables and output |
| Six Sigma Roles and also Responsibilities | Executive leaders must champion the process of improvement. Corporation-wide training in 6 Sigma concepts and also tools (black, understand black, and green belt). Setup stretch missions for improvement. Constant reinforcement and rewards |
| Shingo’s argument | SQC approaches do not protect against defects. Defects arise when people make errors. Defects deserve to be prevented by offering workers through feedback on errors. |
| Poka-Yoke includes | Checklists. Unique tooling that stays clear of workers from making errors |
| ISO 9000 | applying finest practices at every phase of business. Recognize criteria i beg your pardon a agency can ensure product leaving its basic meets the needs of the customers. Series of requirements agreed ~ above by the international Organization because that Standardization (ISO). Adopted in 1987. Much more than 100 countries. A prerequisite for worldwide competition?. ISO 9000 directs you to "document what girlfriend do and also then carry out as girlfriend documented" |
| 3 forms of ISO certification | First party: A certain audits itself versus ISO 9000 standards. Second party: A customer audits that supplier. Third party: A "qualified" nationwide or international standards or certifying firm serves together auditor. Finest certification that a firm, as soon as passed accomplish ISO 9000 status. See more: What Are The Variances In A 4-Variance Analysis? What Are The Variances In A 4 Variance Analysis |
| external benchmarking steps | 1. Recognize those procedures needing improvement. 2. Recognize a firm that is the civilization leader in performing the process. 3. Call the supervisors of that company and make a an individual visit come interview managers and workers. 4. Analyze data- to compare actual process and comparing performance of process to set meaurements. |
| Service quality Measurement:Servqual | A perceived business quality questionnaire survey methodology. 22 expectations, score 1 come 7. Space scores= perceptions – expectations. Examines “Dimensions of service Quality” including: Reliability, Responsiveness, Assurance, Empathy, and Tangibles (e.g., figure of physical facilities, equipment, etc.) |
| e-Service Quality | dealing company on the Internet. Dimensions include: Reliability, Responsiveness, Access, Flexibility, ease of Navigation, Efficiency, Assurance/Trust, Security/Privacy, Price Knowledge, site Aesthetics, and Customization/Personalization |
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