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C720- Unit 3

TermDefinition
Internal oriented quality The characteristics of the product are specific and can be measured
external oriented quality quality as defined by the customer, therefore, making it subjective.
reliability the ability to perform the promised service dependably and accurately.
responsiveness the willingness to help customers and provide prompt service.
assurance the knowledge and curtesy of employees and their ability to convey trust and confidence.
reliability the length of time a product will function before it fails
conformance the degree to which a product design and operating characteristics match pre-established standards.
failure cost costs that are incurred whenever any product or component of a product fails to meet requirements.
internal failure cost those associated with defects found before the product reaches the customer
external failure cost incurred after a product has reached the customer
appraisal costs the costs incurred to measure quality, assess customer satisfaction, and inspect and test products.
prevention costs incurred from activities designed to prevent defects from occurring.
Statistical Process Control (SPC) used to determine when a process that produces goods is getting close to producing an unacceptable number of errors.
W. Edward Deming created 14 points on quality management and SPC. believed in continuous improvement. believed that the system is what makes mistakes and management is responsible, not the employees. Modified the plan-do-check-act into the plan-do-study-analyze
Joseph Juran defined quality as 'fitness for use' and should be defined by the customer. 3 elements - quality planning, quality control, and quality improvement.
Philip Crosby 'Do it Right the First Time' Author of 'Quality is Free' Emphasize the importance of considering all costs of quality. Is responsible for the concepts of zero as a measurable object.
Genichi Taguchi his philosophy is based on robust designs. perfected experiements to create higher quality products. beleived that quality should be built into the product.
Robust Design designs that guarantee high quality regardless of variations that may occur during the processes that produce the product.
Kaoru Ishikawa created the 'fishbone chart' or cause and effect charts. also helped create quality circles. believed that teamwork is important for quality leadership.
Total Quality Management determines what their customers needs and expectations.
Standardization developing a preset procedure for performing an activity or job.
documentation the act of putting that procedure into writing
Plan make sure everything is documented and standardized. ID problem or opportunity for improvement.
Do Implement plan. Document changes
Check Analyze new process to see if goals are met.
Act If goals are met, then standardize and document. If goals aren't met, determine why and act accordingly.
Cause and Effect Charts shows the impact of various inputs into the result of a process.
Check Sheets The means used to record data points in real time at the site where the data is generated.
Histograms determine the frequency of data observations within a preset range of values
Scatter Plot displays data as a relationship between two variables.
Pareto Chart represents data values in a descending order to visualize the most frequent occurrences.
Control charts graphical depictions of process output where the raw data is plotted in real time within upper and lower control limits.
six sigma a set of management techniques intended to improve business processes by greatly reducing the probably that ab error will occur.
define a project charter is used to define a problem or improvement opportunity.
value stream mapping provides an overview of the entire process from start to finish, also includes customer feedback.
measure each step is assessed to determine the ability to meet customer specification in a capability analysis.
analysis main objective is to determine the root cause of variation in the process that results in failures or defects.
improve changes are made to the process by addressing the root problems found in the analysis phase.
control maintaining and standardizing the improved performance.
Created by: lissmisstree
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