Mgmt chapter 6
value
How well the product or service serves its intended purpose at a price they were willing to pay
fitness for use
How well the product performs with respect to customer requirements and expectations
quality management systems
ISO 9000 is an international standard that addresses blank
X-chart Variable formulas
LCL= x-A2R, UCL=X+A2R, CL=X
R-chart variables formulas
LCL=D3R, UCL=D4R, CL= R
TQM
management of an entire organization so that it excels in all aspects of products and services that are important to the customer
true
t/f: for every 1 million people, six sigma has 3.4 defects.
Process capability
the ability of a process to meet design specifications is called:
process capability
the ability to meet design expectations
allows managers to use the normal distribution as the basis for building some some control charts
the central limit therom is:
99.7
the poisson distrubution is the basis of c-charts, who have a blank % limits
benchmarking
the process of identifying outstanding practices, processes, and standards in other companies and adapting them to your company
central limit theorem
the theoretical foundation for x charts, which states that regardless of the distribution of the population of all parts and services, the x distrubution will tend to follow a normal curve as the number of samples increase
1. to establish a state of statistical control 2. to monitor a process and signal when the process goes out of control 3. to determine process capability
the three basic applications of SPC:
quality
the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
X-chart(line ontop of X)
the type of chart used to control the central tendency of variables with continuos dimensions is:
Natural variations
the variability that affects every production process to some degree and is to be expected. aka a common cause
sales gains and reduced costs
two ways that quality improves profitability
Assignable variation
variation in a production process that can be traced to specific causes
User based quality
when the marketing sector of the firm understands what the customer wants and translates those thoughts into a product that they think the customer will be satisfied with.
Transcendent product based quality
when you see a product you know if you want it based on its qualities
type 2 error
statistically, the probability of rejecting a bad lot
type 1 error
statistically, the probability of rejecting a good lot
method manpower materials machinery
4 m's of cause and effect diagram
R-chart
A control chart that tracks the range within a sample. It indicates that a gain or loss in uniformity has occurred in dispersion of a production process.
c-chart
A quality control chart used to control the number of defects per unit of output.
P-charts and c-charts
Control charts for attributes are:
true
T/F: the taguchi method includes everything except employee involvement
flowchart
a block diagram that graphically describes a process or system
control chart
a graphic presentation of process data over time, with predetermined control limits
pareto chart
a graphic that identifies the few critical items as oppossed to many less important ones
Control chart
a graphical representation of process data overtime
acceptance sampling
a method of measuring random samples of lots or batches of products against predetermined standards
statistical process control
a process used to measure standards by taking measurements and corrective action as a product or service is being produced
six sigma
a program to save time, improve quality, and lower costs. it describes a process, product, or service with extremely high capability. 99.9997% accuracy
X(bar) chart
a quality control chart for variables that indicates when changes occur in the central tendency of a production process
P-chart
a quality control chart that is used to control attributes
cause and effect diagram
a schematic technique used to discover possible locations of quality problems.
run test
a test used to examine the points in a control chart to determine whether nonrandom varations is present
PC- Attributes
characteristics that you can count or use to categorize. Two types of data: classify as either good or bad. or, categorial/ discrete numbers
PC-Variables
characteristics that you measure. e.g-weight, length, maybe in a whole or in fractional numbers.
manufacturing based quality
is operations based and focuses on creating the actual product.
value based quality
focuses on the engineering and design of the product based on what the customer wants
the process is not producing within the established control limits
if a mean of a particular sample is within the control limits and the range of that sample is not within control limits:
the process is out of control, and the cause should be established
if parts in a sample are measured and the mean of the sample meausrement is outside the control limits:
- continuous improvement - six sigma - employee empowerment - benchmarking - just in time - taguchi concepts - knowledge
seven concepts for TQM