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