Exam 2: Chapter 6 Quality

The seven most common inspection points

(1) The supplier's plant while the supplier is producing (2) The receiver's facility upon receipt of goods from the supplier (3) Before costly or irreversible processes (4) At each step of the production process (5) When the production or service process is complete (6) Before delivery or shipment to the customer (7) At the point of customer contact

Examples of Poka-yokes

-Check sheets -production diagrams -scales to weigh products

What are the 3 Taguchi Functions

-Quality Loss: product and process quality -Quality Robustness -Target-Oriented Quality

A six sigma program has how many defects per million?

3.4 defects per million units produced

Companies with the highest levels of quality are about how many times more productive than their competitors with the lowest quality levels?

5

What is the only internationally recognized quality standard?

ISO 9000

What is the ISO 9000 certification?

ISO 9000 is a set of quality standards developed by the International Organization for Standardization (ISO). The ISO 9000 quality standards focus on quality management procedures, documentation, and thorough leadership. TQM, or total quality management, is an approach to quality management that focuses on the entire business process from suppliers to customers.

A device or technique that ensures production of a good unit every time is a __________.

Poka-yoke: Poka-yoke is a Japanese phrase that is used to describe a foolproof device or technique that ensures that a product (or service) is created (or delivered) in a precise, error-free way.

Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the __________.

Taguchi Quality Loss Function: one of the 3 related Taguchi concepts that are all directly related towards improving product and process quality.

Which of the following is false regarding control charts? -control charts graphically present data. -Control charts are built so that new data can be quickly compared to past performance data. -Values above the upper control limit always imply that the product's quality is exceeding expectations.

Values above the upper control limit always imply that the product's quality is exceeding expectations.

A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using __________.

a Pareto chart OMs can use Pareto charts as a problem-solving tool to organize errors and identify solutions.

Total quality management emphasizes __________.

a commitment to quality that goes beyond internal company issues to suppliers and customers

"Making it right the first time" is __________.

a manufacturing-based definition of quality

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends of patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the __________ tool of TQM.

cause-and-effect diagram: typically focus on the four Ms—material, machinery, manpower, and methods

Which of the following is true about the ISO 9000 certification? -it deals with environmental management -certified organizations must be audited every 3 years -one of the core-elements is a life-cycle assessment

certified org must be audited every 3 years

Which of the determinants of service quality involves having the customer's best interests at heart? -courtesy -responsibility -credibility

credibility: includes characteristics such as trustworthiness, believability, and honesty

One of Britain's largest children's hospital's working with Ferrari Racing is an example of __________.

external benchmarking: occurs when one firm tries to model their performance off of other successful firms

Which of the four major categories of quality costs is particularly hard to quantify? -internal failure costs -external failure costs -prevention costs

external failure costs; difficult to quantify because the costs occur after the production cycle and some outcomes such as lost goodwill and final costs to society are difficult to pinpoint precisely

Attribute inspection measures __________.

if the product is good or bad

In which of the four major categories of quality costs would the costs associated with scrap and rework belong?

internal failure Internal failure costs represent costs that result from the production of defective parts or services before delivery to customers. These costs include additional amounts of waste/scrape, increased utility and service charges, and labor and material costs associated with reworking the product.

The "four Ms" of cause-and-effect diagrams are __________.

material, machinery, manpower, and methods

Pareto charts are used to __________.

organize errors, problems, or defects

ISO 9000 seeks standardization in terms of __________.

procedures to manage quality

Based on his 14 Points, Deming is a strong proponent of __________.

training and knowlege