Chapter 10-Quality

who came up with the concept of zero defects

Phillip B. Crosby

pareto principle

a quality principle, also called the 80-20 rule, that states 80% of problems come from 20% of the causes

six sigma

an advanced quality management method that increases output by minimizing variability and defects in manufacturing processes

TPM

an equipment maintenance program that emphasizes a company-wide effort to involve all levels of staff in various aspects of equipment maintenance

histograms

bar graphs of a frequency distribution in which the widths of the bars are proportional to the classes into which the variable has been divided, and the heights of the bars are proportional to the class frequencies

predictive/preventive maintenance (PPM) focuses on taking action _____ there is problem

before

overall equipment effectiveness (OEE)

concept that assesses availability (time), performance (speed), and quality (yield) to evaluate manufacturing productivity

which of the following is one of the four major components of TQM

customer focus

which of the following are part of total quality management

customer focus, continuous improvement, empowered employees

attributes

discrete data

control charts

documents that establish operating limits for the amount of variation in a process

flowcharts

documents that represent a sequence of operations schematically (or visually)

one way of looking at continuous improvement is that it involves creating/using a process that makes it

easy to do things the right way and difficult to do things the wrong way

True or False: quality is always determined from the producer's point of view

false

ISO certification enables American organizations to participate in the ____ market

global

scatter plots

graphs drawn using dots or a similar symbol to represent data

PPM involves

preventing potential equipment failures

assignable variation

statement that, when a product's variation goes beyond the limits of natural variation, it is the result of a work related cause

zero defects

the goal of a quality practice with the objective of reducing defects, thus increasing profits

ISO

the international standardization organization

which of the following is an aim of total production maintenence

to maximize equipment effectiveness

which type of chart is not used in the quality process

topography

what does TQM stand for

total quality management

True or False: empowered employees work in an environment in which they are free to question, challenge, and change the way products or services are produced

true

True or False: part of technicians role is interacting with Statistical Process Control programs

true

SPC

uses mathematical laws dealing with probability to gather data and study the characteristics of processes, and then uses the data to make the processes behave the way they should