MSM 6645
Feigenbaum, Juran, and Crosby all provided different definitions of quality, as did Deming. The focus on quality has come to rely on which professional's definition?
Feigenbaum
Organizational Profile
P.1 Organizational Description a. Organizational Environment b. Organizational Relationships P.2 Organizational Situation a. Competitive Environment b. Strategic Context c. Performance Improvement System
The most widely used continuous improvement model, introduced by Dr. Shewart and supported by Dr. Deming is
PDCA
There are multiple types of audits possible, but an audit can be designed around the Shewart model, which is
PDSA
Six Sigma projects are selected based
on their ability to contribute to and enhance an organization's financial performance.
Precision is
the ability to repeat a series of measurements and get the same value each time.
Benefits of adopting the Six Sigma methodology
- Enhanced ability to provide value to customer - Enhanced understanding of key business processes - Reduction of waste - Improved profit performance
Six Sigma's DMAIC: Control
- Evaluate and monitor improvements - Make adjustments as needed - Establish standard procedures
Poka-yoke is also known as "mistake proofing". This can be effectively used when:
- designing a new system - when analyzing issues - tuning the process steps
An example of differentiation and integration could be
a long-term horizon with the formal structure and an informal structure with short-term deadlines
Descriptive or deductive statistics describe
a population or complete group of data.
The Baldrige framework helps you
manage all the components of your organization as a unified whole to achieve your mission, ongoing success, and performance excellence (called a systems perspective).
Statistics
the collection, tabulation, analysis, interpretation, and presentation of numerical data, provide a viable method of supporting or clarifying a topic under discussion.
Chaos Theory
theoretical construct defining the random-appearing yet deterministic characteristics of complex organizations
The concept of equifinality means
there is no one best way
In step two, the improvement team is recommended to be
those affected by the change, middle management, and other representatives
Predictability enables
those studying the process to make decisions concerning the product or service.
Variation
to be different from one instance to the next, is present in any natural process, meaning that no two products or occurrences are exactly alike.
Kaizen means
to change for the better Kaizen takes a look at the current process breaks it apart and put it back together, the result should be an improved process that fully utilizes all the experience and skill of the people involved
ISO 9000 standards topics include:
- customer-focused organization, - management responsibility, - quality policies and objectives, - corrective and preventive actions, - resource management, - product realization, - measurement analysis and improvement, - document control, and - continuous improvement
Senior leadership, Criteria 1, is not responsible for
- demonstrating personal accountability for organizational actions - communicating with the entire workforce - motivating the workforce - none of these<<<<correct
Typical processes include:
- design, - delivery, - development, - manufacturing, - training, - assembly, - marketing, - evaluation, - information management, and - customer communication
Dr. Taguchi introduce the "loss function" concept, which can include variation within specifications. Knowing the loss function helps:
- designers set product and manufacturing tolerances - justify capital expenditures - minimize losses by improving performance consistency - all of the above<<<correct
Statistical Quality Control:
- focuses on product and the detection and control of quality problems; - involves testing samples and statistically infers compliance of all products; - is carried out at stages through the production process; and - relies on trained production personnel and quality control professionals.
When considering the effectiveness of the learning and development efforts, organizations should
- identify opportunities for improvements in workforce engagement, learning and development opportunities - correlate development and learning outcomes with the results of workforce engagement findings - use learning and development efforts to support performance improvements and ethics as well as ethical practices
As with any major process improvement, failure may still. Failure may be the result of: (p. 50)
- lack of an implementation plan - lack of resources or inadequate resources - individuals may not be aware about how to access the power that procedures and information provide - lack of understanding about ISO 9000
In the video about systems theory, classical management is compared to
- machines - one right way - Efficiency and control
Why Use Flow Charts?
- makes communicating and documenting a process quick and clear, so that the process will more likely be understood and applied correctly and consistently. - It can also help you to estimate the timescale of the process - identify who you should involve and at what stage - be able to focus on the detail of each individual stage, without feeling overwhelmed by the rest of the process
Auditing allows an organization to verify conformance to specifications and procedures Auditing may
- only be done by an outside auditor - are limited to software and documentation - are limited to processes - none of these<<<Correct
Brainstorming is one of the techniques used to determine possible causes; the purpose of brainstorming is to generate a list of possibilities or ideas. Brainstorming should be conducted with: (page 83, 86)
- only the people who volunteer - no arguing, but critiques can be provided - time included to evaluate ideas in the session - Time to discuss opportunities - none of the above<<<correct
Tools used during a project which applies Six Sigma can include but are not limited to
- process mapping, design of experiments, statistical process control techniques - cause and effect diagrams, multivariate analysis, customer input - failure modes and effects analysis - all of the above<<<correct
Dr. Deming described his work as
- the catalyst necessary to start an economic chain reaction - management for quality - quality efforts which should be directed at present and future needs of the consumer
Corporate culture has a big impact on quality through
- the vision statement - teamwork and a problem-solving approach - how the organization adapts to competition
Inspection was one of these tasks and
- was intended to ensure that no faulty product left the factory or workshop; - focuses on the product and the detection of problems in the product; - involves testing every item to ensure that it complies with product specifications; - is carried out at the end of the production process; and relies on specially trained inspectors.
Quality per American Society for Quality (ASQ):
a subjective term for which each person has his or her own definition. In technical usage, quality can have two meanings: 1. the characteristics of a product or service that bear on its ability to satisfy stated or implied needs and 2. a product or service free of deficiencies.
When considering development opportunities for the workforce, strategic planning should include
developing organizational core competencies
Total quality management (TQM) emphasizes continuous process system improvement to achieve long-term organizational success. Quality management
develops a culture for a never-ending commitment to the improvement of processes
Paying more attention to relationships is a sign of
different values
Perhaps the most important aspects of ISO 9000 are:
documentation and record-keeping
Flow charts are
easy-to-understand diagrams that show how the steps of a process fit together. American engineer Frank Gilbreth is widely believed to be the first person to document a process flow, having introduced the concept of a "Process Chart" to the American Society of Mechanical Engineers in 1921.
Ethics of Care has been influential in such areas as
education, medicine and counseling
Ethics of care challenges traditional more than theories and contradicts the two dominant normative moral theories of the 18th and 19th centuries. These two dominant theories
emerge from deontology and utilitarianism
The leadership triad (Leadership, Strategy, and Customers)
emphasizes the importance of a leadership focus on strategy and customers.
Although developed in Japan in the 1970s, QFD was first used in the United States in the 1980s. The objective of the QFD is to: (p. 402)
enable a company to organize and analyze pertinent information associated with the product or service
Nonfaulty systems are
error-free systems that have the ability to provide the consumer with a product or service as specified. Definition per Dr. W. Edwards Deming.
Smart decision-makers base their decisions and actions on
facts and sound evidence.
Innovative Organizations are
flexible and adaptable organizations that achieve operational excellence by partnering with stakeholders and developing innovative strategies that meet market goals.
Lean production
focuses on driving waste out of the production cycle. Lean practitioners are interested in doing more work with fewer resources. They seek ways to accomplish more in less time, space, equipment, people, and resources.
Continuous Improvement
focuses on improving processes in order to enable companies to give customers what they want the first time, every time.
Locating and eliminating the root or real cause of a problem should
follow a logical, systematic method
In Criteria 2, strategy development assumes these are considered:
forecasts, projections, options, scenarios
Dr. Joseph Juran significantly influence the movement of quality through
from a narrow statistical focus to quality as a management focus
Gen-jitsu means
get the facts; it helps us understand what's really happening, it helps us understand what words like rarely or always actually mean
Process maps (flowcharts) are
graphical representations of all the steps involved in an activity, a process or a system.
Pareto Charts
graphically rank causes of problems from the most significant to the least significant.
Control charts and run charts
graphically show the performance of a process over time.
Dr. Edwards Deming taught management strategies and practices focused on quality. Following World War II,
he helped turn Japan into an industrial force
An ethical statistician may accept work for which he or she is sufficiently qualified if
he/she is honest with the client about limitation of expertise
The Baldrige Excellence Framework consists of 7 Criteria. These are intended to:
help improve organizational processes, capabilities and results
Accuracy refers to
how far from the actual or real value the measurement is.
Strategic considerations (2.1.3) should include
how potential blind spots are identified in the strategic planning process
Force-Field Analysis
identifies and organizes the forces that alternately drive and restrain actions in a complex situation.
Cause and Effect Diagrams
identify and organize causes for problems. aka Ishikawa diagram and wishbone
Innovation comes from
identifying strategic opportunities and taking intelligent risks
Ethics of care can have a positive influence on leadership and management if
if leadership sees value in developing and training employees
TQM "caught on" starting in the West (the US)
in the 1980s
Control charts can be revised and new limits calculated under two conditions, when no out of control signals have been seen or when new operating conditions exist. Identify the steps taken to revise charts: (pages 189-191)
interpret the original charts to determine lack of control; isolate the cause, take corrective action, revise the chart
Dr. Feigenbaum's definition of Quality
is a customer determination which is based on the customer's actual experience with the product or service, measured against his or her requirements—stated or unstated, conscious or merely sensed, technically operational or entirely subjective—always representing a moving target in a competitive market.
ISO 9000
is a quality standard developed to provide guidelines for improving a company's quality management system. ISO 9000 was created to deal with the growing trend toward economic globalization.
Six Sigma
is a structured, data driven methodology for eliminating waste from processes, products, and other business activities while having a positive impact on financial performance. - The increasing complexity of systems and products used by consumers created higher than desired system failure rates. - Holistic approach to reliability and quality and developed a strategy for improving both (1988).
Poka-yoke
is a technique for avoiding simple human error in the workplace. Also known as mistake-proofing, goof-proofing, and fail-safe work methods, poka-yoke is simply a system designed to prevent inadvertent errors made by workers performing a process. The idea is to take over repetitive tasks that rely on memory or vigilance and guard against any lapses in focus. Poka-yoke is based on prediction and detection.
Inspection
refers to those activities designed to detect or find non-conformances existing in already completed products and services. Inspection, the detection of defects, is a regulatory process.
Prevention
refers to those activities designed to prevent defects, defectives, and nonconformance in products and services.
One measure of customer satisfaction, dissatisfaction and engagement is
relative to their satisfaction with your competitors
statistical process control (SPC) emphasizes the prevention of defects and
seeks to limit variation present in the item being produced or the service being provided
The Organizational Profile
sets the context for your organization. It serves as the background for all you do.
The Criteria for Performance Excellence is based on
seven categories
LEAN focuses on doing more work with fewer resources. Some of the areas included with LEAN could be:
seven forms of waste
Tolerance limits
show the permissible changes in the dimension of a quality characteristic.
Tolerance limits definition
show the permissible changes in the dimension of a quality characteristic.
A frequency diagram
shows the number of times each of the measured values occurred when the data were collected. This diagram can be created either from measurements taken from a process or from data taken from the occurrences of events.
Six Sigma projects seek out
sources of waste (overtime, warranty claims, production backlogs, and/or customer issues).
Specifications definition:
state product or service characteristics in terms of a desired design target value or dimension. Product and service designers translate customer needs, requirements, and expectations into tangible requirements.
Specifications defintion
state product or service characteristics in terms of a desired target value or dimension
Process capability calculations provide users with
statistical evidence for decision-making.
Baldrige Leadership is also responsible for ethical behavior and societal well-being. This can include
supporting environmental, social and economic systems
Process
takes inputs and performs value-added activities on those inputs to create an output. Processes are made up of interrelated activities that interact with each other.
Gemba means
the actual place, where the work is actually being done
In manufacturing, variation is often identified as
the difference between the specified target dimension and the actual part dimension.
Shape refers to
the form that the values of the measurable characteristics take on when graphed. Shape is based on the distribution's symmetry, skewness, and kurtosis
When describing a population using deductive statistics,
the investigator must study each entity within the population. This provides a great deal of information about the population, product, or process, but gathering the information is time-consuming.
Problem solving is
the isolation and analysis of a problem and the development of a permanent solution.
One of the key aspects of performance measurement (Baldrige 4.1) discusses
the need to track progress on achieving objectives and action plans
Root cause analysis
the systematic search for the true cause of a problem is supported by quality tools.
In service industries, variation may be the difference between
the type of service received and the type of service expected.
Brainstorming's purpose is
to generate a list of problems, opportunities. or ideas from a group of people.
The main idea behind the Baldridge Excellence Framework is
to improve organizations and obtain sustainable results
Quality Control refers
to the use of specifications and inspection of completed parts, subassemblies, and products to design, produce, review, sustain, and improve the quality of a product or service.
Inspection refers
to those activities designed to detect or find non-conformance existing in already completed products or services.
Dr. Kaoru Ishikawa
transformed the teachings of Dr. Deming and Dr. Juran into the Japanese approach to quality
The tool that provides a picture of workflow and information flow in an end to end process is called:
value-stream mapping
ISO
(meaning equal) encourages organizations to develop, install, and utilize a quality management system that supports continuous improvement through the prevention of defects, and the reduction of variation and waste.
In the blog (article), the ISO 9001 focus is described as:
- Innovative - Engaging customers - Developing core competencies. - None of these<<<correct
Audits
- Involve comparisons - Look for non-conformances - Study performance, documentation, and procedures - Verify compliance - Occur based on need
Ethical behavior is expected to be promoted in all interactions with
- Monitoring - responses to breaches - measures
Essential tools used with DMAIC process:
- Process Maps - Cause and Effect Diagrams - Failure Modes and Effects Analysis - Measurement System Analysis - Process Capability Studies - Multivariate studies - Design of Experiments - Process Control Plans
Lean workers recognize the seven forms of waste:
- Producing defective parts - Producing more parts than needed - Excessive inventories - Unnecessary activities - Unnecessary movement of people - Unnecessary transportation or handling of materials - People waiting
To be productive does not necessarily mean the outcome is a quality outcome. What are the differences?
- Productivity focuses on doing something more efficiently, whereas quality is about being effective - Being effective means achieving intended results or goals and meeting customer requirements, productivity is about working efficiently and using available resources - If customers are not purchasing table lamps because they are ugly, then the company is not effective; this means increased productivity would be meaningless. - All of the above<<<correct
Output examples
- Products - Services - Results
Input examples
- Raw materials - Components - Instructions - Information - Criteria
A control chart exhibits a state of control when:
1. Two-thirds of the points are near the center value. 2. A few of the points are on or near the center value. 3. The points appear to float back and forth across the centerline. 4. The points are balanced (in roughly equal numbers) on both sides of the centerline. 5. There are no points beyond the control limits. 6. There are no patterns or trends on the chart.
In technical usage, quality can have two meanings:
1. the characteristics of a product or service that bear on its ability to satisfy stated or implied needs and 2. a product or service free of deficiencies.
The basis of the Criteria is a set of
Core Values and Concepts that are embedded in high-performing organizations
Total Quality Management (TQM)
Customer focus, the involvement of all employees, continuous improvement and the integration of quality management into the total organization. In the 1980s to the 1990s, a new phase of quality control and management began.
Six Sigma projects have essential phases, this cycle is sometimes represented as
DMAIC
Benchmarking
During the benchmarking process, a company compares its performance against a set of standards or against the performance of a best-in-class company. With the information provided by the comparison, a company can determine how to improve.
Malcolm Baldrige National Quality Award: Operations
Examines how an organization designs and manages the work performed, product design and delivery, innovation, and operational effectiveness.
Malcolm Baldrige National Quality Award: Measurement, Analysis, and Knowledge Management
Examines how an organization gathers, analyzes, and uses information and performance measurement systems to encourage excellent performance.
Malcolm Baldrige National Quality Award: Customers
Examines how well the organization listens to the voice of the customer.
Malcolm Baldrige National Quality Award: Leadership
Examines senior-level leadership commitment too and involvement in process improvement, organizational governance, and social responsibilities.
Malcolm Baldrige National Quality Award: Strategy
Examines senior-level leadership commitment too and involvement in process improvement, organizational governance, and social responsibilities.
Baldrige encourages you to use creative, adaptive, innovative, and flexible approaches and to choose the tools:
Example: - Lean Six Sigma - International Organization for Standardization (ISO) series - a balanced scorecard - Plan-Do-Check-Act (PDSA) that are best suited to your organization and are the most effective in driving improvements and sustainable high performance
Dr. Armand Feigenbaum is the originator of the modern total quality movement. His landmark textbook, published in 1951, remains a significant influence on today's practices. Select the most accurate statement(s) about Dr. Feigenbaum from the list below: (p. 36)
He predicted consumers would come to expect quality as an essential of the product or service they purchased, and believed quality is an approach that makes organizations more effective
Frederick W. Taylor
He published 'The Principles of Scientific Management' which provided a framework for the effective use of people in industrial organizations. One of Taylor's concepts was clearly defined tasks performed under standard conditions.
Dr. Deming's Economic Chain Reaction
Improve Quality ---> Decreased Costs ---> Fewer mistakes or delays ---> better use of resources ---> improved productivity ---> capture larger market ---> stay in business ---> provide more jobs
Statistical Process Control (SPC)
Prevention of defects by applying statistical methods to control the process. Statistical process control emphasizes the prevention of defects.
Phillip Crosby definition of quality
Quality is conformance to requirements
Dr. Joseph Juran definition of quality
Quality is fitness for use
Dr. W. Edwards Deming definition of quality
Quality is non-faulty systems
Effectiveness benchmark assessments verify
Requirement compliance and effective systems to ensure requirements are met
Statistical process control (SPC) can be used to help a company meet many goals. Select the statement below that is not true. (p. 13)
SPC does not emphasize problem-solving and statistics
Ethics of care also contradicts
Sigmund Freud and Lawrence Kohlberg
Histograms
Similar to frequency diagrams. - The most notable difference between the two is that on a histogram the data are grouped into cells. Each cell contains a range of values.
ISO 14000 Environmental Management
Standard encourages voluntary environmental protection and the prevention of pollution while taking into account the economic needs of society. ISO 14000 standards do not enforce environmental laws or regulate environmental activities of an organization.
To create a histogram:
Step 1: Collect the data and construct a tally sheet Step 2: Calculate the range Step 3: Create the cells by determining the cell intervals, midpoints, and boundaries Step 4: Label the axes Step 5: Post the values Step 6: Interpret the histogram
Business Excellence Models
TQM itself is now often called Business Excellence. This is to distinguish the "new TQM" from the past work on TQM. Business Excellence is really the same as TQM, but with a more clearly defined approach.
The Central Limit Theorem
The central limit theorem states that a group of sample averages tends to be normally distributed; as the sample size n increases, this tendency toward normality improves.
When applied in an organization (refer to the Vinton article), Chaos Theory means:
The essential ingredients for managing chaos includes flexibility, change, empowering people
There are two incorrect statements in the textbook on pages 52 and 53 about the Malcolm Baldrige National Quality Award.
The first one is that success is based on the stock price, the second is that the Criteria is updated annually
Butterfly effect
The idea that a small effect or thing can have a large impact if it happens to tip the balance, causing other changes that create a major event.
Mean
The mean is determined by adding the values together and then dividing this sum by the total number of values.
Median
The median is the value that divides an ordered series of numbers so that there is an equal number of values on either side of the center, or median, value.
Dr. Walter Shewart is credited with identifying two sources of variation in a process.
These are known as controlled and uncontrolled
European Foundation of Quality Management in 1992
This EFQM Excellence Model is the framework for the European Quality Award.
Quality vs. Productivity
To be productive, one must work efficiently and operate in a manner that best utilizes the available resources. Productivity's principal focus is on doing something more efficiently. Quality, on the other hand, focuses on being effective. Being effective means achieving the intended results or goals while meeting the customer's requirements. So quality concentrates not only on doing things right (being productive), but also on doing the right things right (being effective).
Processes
Value-added activities performed by individuals, work groups, functions, machines, or organizations
Aristotle saw the universe as
a coherent whole, with numerous subcomponents
Quality has many definitions. Identify the definition of quality according to the American Society for Quality:
a subjective term for which each person has his or her own definition
A sample is
a subset of elements or measurements taken from a population
Gen-butsu means
actual parts; if we look at the actual parts, and instead of a flow chart. We rather obtain the time walking and experiencing the process ourselves
The American Statistical Association's Ethical Guidelines for Statistical Practice are intended to help make statistics practitioners make decisions ethically. This includes:
an obligation to act in good faith, act in a manner consistent with the guidelines and encourage others to do the same
Quality costs typically originate from: (p. 431)
anywhere within a company
Check Sheets
are data recording devices that collect data (events) according to category.
An audit typically involves comparisons, checks of compliance and discovery of discrepancies. Audits should never be subjective and need to be conducted in a professional manner and an auditor should always (page 481)
be professional, unbiased and undistorted
Assessing work accomplishment is accomplished by
capitalizing on core competencies
Kai =
change
Juran's approach to quality included
creating awareness and emphasizing training and team problem-solving
In chapter 1, the argument for quality finds that several keywords stand out in the definition; this includes but is not limited to
customer determination
Quality is a
customer determination which is based on the customer's actual experience with the product or service, measured against his or her requirements—stated or unstated, conscious or merely sensed, technically operational or entirely subjective—and always representing a moving target in a competitive market.
Part of customer engagement includes
customer support and communication
Six Sigma is
data driven and profit focused.
Inductive statistics
deal with a limited amount of data or a representative sample of the population.
Edward Lorenz
developed the chaos theory
Senior leadership creates an environment for success by
developing organizational agility and accountability, individual learning and innovation
Affinity Diagrams
help organize the output of brainstorming sessions.
Identify the statement that is true:
inputs to processes are often the outputs of a previous process
In Baldrige, knowledge assets refers to
intellectual resources and knowledge possessed by your organization
Modern quality principles have developed over time, but in 1798 Eli Whitney began designing and manufacturing muskets with
interchangeable parts
Processes are made up of:
interrelated activities that interact with each other
Statistical Quality Control
involves collecting statistical data, analyzing it, and interpreting it to solve problems.
Total Quality Management
is a management approach that places emphasis on continuous process and system improvement as a means of achieving customer satisfaction to ensure long-term company success.
Total quality management (TQM)
is a management approach that places emphasis on continuous process and system improvement as a means of achieving customer satisfaction to ensure long-term company success.
Six Sigma
is a methodology that also provides direction for companies seeking to improve their performance. Six Sigma encourages people at all levels in the company to listen to each other, to understand and utilize metrics, to know when and what kind of data to collect, and to build an atmosphere of trust.
The Organizational Profile
is a snapshot of your organization and its strategic environment.
Measures of performance enable problem solvers to determine if the right changes were made. In step three
measures should be relevant to multiple areas of internal workings of the organization as well as external measures
Inspection involves
measuring, examining, and testing products, process and services against specified requirements to determine conformity.
Inspection is about a number of activities designed to detect or find nonconformances in products and services which already exist. Inspection involves:
measuring, examining, testing, gauging
Benchmarking can be done at different levels. Different types of benchmarking can include
perception and compliance
Variation in a process can best be described as
present in any natural process
The goal of Six Sigma is to
reach 3.4 defects per million opportunities over the long term.
Best Practices
refers to choosing a method of work that has been found to be the most effective and efficient, i.e., with no waste in the process.
Autonomation
refers to error-proofing production processes, preventing overproduction, and stopping the process when something goes wrong.
Quality control (QC)
refers to the use of specifications and inspection of completed parts, subassemblies, and products to design, produce, review, sustain, and improve the quality of a product or service.
Statistical process control can be used to
support decisions with statistical information concerning the process
Quality of design means
that the product or service has been designed to successfully fill a consumer need, real or perceived.
Quality of performance means
that the product or service performs its intended function as identified by the consumer.
Process capability refers to
the ability of a process to produce products or provide services capable of meeting the specifications set by the customer or designer.
The PDSA cycle begins when - (page 95)
the root cause has been identified
The upper control limit (UCL) and lower control limit (LCL) describe
the spread of the process.
To solve problems effectively, people need to be
trained in problem-solving procedures and techniques
Six Sigma seeks to reduce the
variability present in processes.
Three types of quality definition:
- quality of design, - quality of conformance, and - quality of performance
Building and managing customer relationships is a key element of
Baldrige Criteria 3
PDSA - Plan Do Study Act - was created by
Dr. Shewart
When looking at integrity of data and methods, the ethical statistician
all of these
Zen =
better
Variation defintion
is present in any natural process, no two products or occurrences are exactly alike
Entropy is
rundown, deteriorated, disorganized
Normal Frequency Distribution (the Normal Curve)
- A normal curve is symmetrical about μ - The mean, mode, and median are equal - The curve is unimodal and bell-shaped - Data values concentrate around the mean and decrease in number further away - The area under the normal curve equals 1 - The distribution can be described in terms of the mean and standard deviation
Dr. Deming's Theory of Profound Knowledge
- An appreciation for a system - Knowledge about variation - Theory of knowledge - Psychology
Chaos Theory
- Butterfly Effect - Systems approach
Calculating Process Capability Indices
- Capability Ratio Cr Cr = 6o/USL - LSL o = standard deviation
Uncontrolled variation, special, or assignable causes:
- Come from sources external to the process. - This type of variation is not normally part of the process. - Assignable causes are variations in the process that can be identified and isolated as the specific cause of a change in the behavior of the process. - This type of variation arises because of special circumstances.
Controlled vs uncontrolled variations
- Common (Chance) Causes: Controlled variation that is present in a process due to the very nature of the process. - Special (Assignable) Causes: Uncontrolled variation caused by something that is not normally part of the process.
Benchmarking is a tool that will:
- Compare and measure your business performance against world class companies. - Highlight areas where your business performance is sub-optimal. - Highlight worldwide best practices that lead to superior performance. - Help to continuously improve business performance. - Introduce new ideas
Control limits versus Specification limits
- Control limits are the voice of the process. - The centerline on the X-bar chart represents process centering. - The centerline on the R chart represents the average amount of variation present in the process. - Specification limits are the voice of the customer. - Specification limits communicate customers' needs, wants, and expectations.
Calculating Process Capability Indices
- Cpk Cpk = Z(min)/3
When to Use a Flow Chart
- Define a process. - Standardize a process. - Communicate a process. - Identify bottlenecks or waste in a process. - Solve a problem . - Improve a process.
TS 16949
defines automotive industry standards world-wide
Senior Leadership, Criteria 1, is responsible for
- creating an environment for success - creating a focus on action - setting vision and values - all of the above<<<correct
Dr. Walter Shewhart
- Father of Statistical Process Control - Inventor of Control Charts - Proposed concept of common cause and special cause variation A phenomenon will be said to be controlled when, through the use of past experience, we can predict, at least within limits, how the phenomenon may be expected to vary in the future. Here it is understood that prediction within limits means that we can state, at least approximately, the probability that the observed phenomenon will fall within the given limits.
Seven Tools of Quality popularized by Kaoru Ishikawa:
- Flow Chart - Control Chart - Check Sheet - Histogram - Pareto Diagram - Cause and Effect Diagram (Ishikawa diagram) - Scatter Diagram
Six Sigma's DMAIC: Measure
- Gather information about the current process - Define and measure key process steps and inputs - Refine the problem statement and goals
Six Sigma Project Participants:
- Green Belts - Formal training - Complete a cost-savings project ($10,000+) - Black Belts - Advanced training (more advanced) - Complete cost-savings projects ($100,000+) - Master Black Belts - Extensive training - Complete cost-savings projects ($1,000,000+)
Six Sigma
- Highly focused problem solving system DMAIC - Focus on profits - Tools include SPC, DOE, FMEA, Project management,capability studies, Benchmarking - 3.4 defects/million - Focus on metrics
Traditional Quality Systems
- Highly focused problem-solving system PDSA - Focus on improving organizational performance including profit - Tools include SPC, DOE, FMEA,,capability studies, bench-marking. Theory of constraints - Process capability - Measures of Performance
Quality Standards and Methodologies examples:
- ISO 9000, TS 16949, etc. - Six Sigma
the major benefits of benchmarking
- Identifies opportunities for improvement-Motivates action by external example of excellence - Clarifies current status - Stimulates change - Identifies strengths and assets - Provides an urgency for change - Uncovers new ways of improving processes - Promotes improvement
Six Sigma's DMAIC: Improve
- Identify potential root causes of the problem - Test solutions - Measure results
Six Sigma's DMAIC: Analyze
- Identify potential root causes of the problem - Validate the cause and effect relationship - Identify the vital few root causes
A quality management system must have the necessary ingredients to
- Identify, design, develop, produce and deliver what the customer wants
Dr. Juran's Philosophy Big Q versus little q
- Q = ALL processes in all industries - q = the products in manufacturing
Although many people believe quality began in the industrial revolution, the textbook notes 10,000 your old stones were uncovered in Malta that demonstrated a uniform standard in a temple that still stands today. Another example of ancient quality could include
- Roman road builders - The Zhou Dynasty - Scandinavian shipbuilders - All of the above<<<<correct
Analyze Histograms by studying:
- Shape - Spread - Location
Six Sigma Methodology is based on:
- Statistical Process Control Techniques - Data Analysis Methods - Project Management Techniques - Systematic Training of Participants
The Baldrige Excellence Framework helps you address issues that are important to your organization:
- Understanding what it takes to be competitive and achieve long-term success in your environment - Getting your leaders, managers, and workforce all on the same page - Ensuring that your employees understand and can contribute to the drivers of your organization's success - Understanding, and meeting or exceeding, customer requirements and expectations - Ensuring that your operations are efficient and lead to short- and long-term success
Positive Results of Statistical Process Control:
- Uniformity of Output - Reduced Rework - Fewer Defective Products - Increased Output - Increased Profit - Lower Average Cost - Fewer Errors - Predictable, Consistent Quality Output - Less Scrap - Less Machine Downtime - Less Waste in Production Labor Hours - Increased Job Satisfaction - Improved Competitive Position - More Jobs - Factual Information for Decision Making - Increased Customer Satisfaction - Increased Understanding of the Process - Future Design Improvements
Controlled variation, chance, or common causes:
- Variation present in a process due to the very nature of the process. - Small random changes in the process that cannot be avoided. - Consistently affect the process and its performance day after day, every day. - This type of variation can be removed from the process only by changing the process.
In order to successfully adopt the Six Sigma methodology, an organization must have:
- Visible management commitment - Visible management involvement - Clear definition of customer requirements - Understanding of key business processes - Sound measures of performance - Discipline - Rewards
The Baldrige framework helps manage all components of an organization based on
- a systems perspective - building blocks and integrating mechanisms - core values and concepts related to the Criteria - all of the above<<<<correct
Quality plays a role in innovation through
- actively listening to customer comments - word-of-mouth product and service reviews - respond to emerging needs in the marketplace before the customer is aware of the need
Dr. Shewart's control charts have advanced process improvement efforts for nearly every type of industry in spite of differing opinions about - (page 27)
- appropriateness - applicability - sampling frequency - use
One of the most widely known quality standards as ISO 9000. ISO 9000 standards
- are similar to continuous improvement philosophy - focus on compliance to standards - were developed by the International Organization for Standardization - all of the above<<<correct
The process of knowledge management typically includes
- collecting and transferring workforce knowledge among employees - assembling and transferring relevant knowledge to use in innovation and strategic planning - blending and correlating data from different sources to create new knowledge
Dr. Deming's Five Deadly Diseases/Sins
1. A lack of constancy of purpose a. no planning for the future b. lack of long term definition and goals c. why is the business still in business? 2. Emphasis on short term profits a. worship of the quarterly dividend b. sacrificing long term growth of the company 3. Annual rating of performance a. an arbitrary and unjust system b. demoralizing to employees c. nourishes short term performance d. annihilates teamwork, encourages fear e. if employees don't achieve that excellent rating in their performance, they don't get that raise and look for another job which causes the next deadly sin, mobility of management. 4. Mobility of management a. requires roots in the company b. no roots in the company c. no knowledge of the company d. no understanding of its problem 5. Use of visible figures only a. no use of figures that are unknown and unknowable b. encouraged by business schools
The Evolution of Quality:
1. Artisan 2. Inspection 3. Quality Control 4. Statistical Quality Control 5. Statistical Process Control 6. Total Quality Management 7. Continuous Improvement 8. Six Sigma 9. Future
Six Sigma Methodology focuses on
1. Customer knowledge - Critical to Quality information 2. Core processes - Key business processes that deliver value directly to the customer 3. Accurate performance measures of both
Crosby's Five Erroneous Assumptions about Quality
1. Quality means goodness, luxury or shininess. 2. Quality is intangible and therefore not measurable. 3. An economics of quality exists. 4. Workers are the source of quality problems. 5. Quality originates in the quality department.
Steps in the problem solving process, PDSA
1. Recognize a problem exists (Plan) 2. Form an improvement/investigating team (Plan) 3. Develop performance measures (Plan) 4. Clearly define the problem (Plan) 5. Document and analyze the problem and/or process (Plan) 6. Determine possible causes (Plan) 7. Identify, select, and implement the solution (Do) 8. Evaluate the solution using the performance measures (Study) 9. Ensure permanence of working solution (Act) 10. Continue improvement efforts (Act)
Control charts serve two basic functions:
1. Decision-making tools that provide an economic basis for making a decision as to whether to investigate for potential problems, to adjust the process, or to leave the process alone. a. Control charts provide information for timely decisions concerning recently produced items. b. Control chart information is used to determine the process capability, or the level of quality the process is capable of producing. Samples of completed product can be statistically compared with the process specifications. This comparison provides information concerning the process's ability to meet the specifications set by the product designer. 2. Problem-solving tools that point out where improvement is needed. a. Control chart information can be used to help locate and investigate the causes of the unacceptable or marginal quality. By observing the patterns on the chart the investigator can determine what adjustments need to be made. b.During daily production runs, the operator can monitor machine production and determine when to make the necessary adjustments to the process or when to leave the process alone to ensure quality production.
Six Sigma projects have five phases:
1. Define 2. Measure 3. Analyze 4. Improve 5. Control
To create a variable control chart:
1. Define the problem to be studied. 2. Select the quality characteristic to be measured. 3. Choose a rational subgroup size to be sampled. 4. Collect the data. 5. Determine the trial centerline for the X-bar chart. 6. Determine the trial control limits for the X-bar chart. 7. Determine the centerline and control limits for the R chart. 8. Examine the process control charts and interpret.
Creating a flow chart:
1. Define the process boundaries (start and finish) 2. Define the process by observing the process 3. Sort the steps into the order of their occurrence in the process. 4. Place the steps in appropriate flow chart symbols 5. Create the chart 6. Analyze the chart by evaluating the steps for completeness, efficiency, and possible problems (non-value-added activities)
How is benchmarking done?
1. Determine the focus 2. Understand your organization 3. Determine what to measure 4. Determine whom or what to benchmark against 5. Benchmark 6. Improve Performance
Dr. Ishikawa Proposed Seven Tools of Quality
1. Flow Chart 2. Control Chart 3. Check Sheet 4. Histogram 5. Pareto Diagram 6. Cause and Effect Diagram aka Fishbone diagram 7. Scatter Diagram
TS 16949 has two components:
1. ISO 9000 2. Customer Specific Requirements - PPAP Production Part Approval Process - FMEA Failure Modes and Effects Analysis - MSA Measurement Systems Analysis - APQP Advanced Product Quality Planning and Control
The Baldrige framework helps you answer three questions
1. Is your organization doing as well as it needs to? 2. How do you know? 3. What and how should your organization improve or change?
Key Elements of the Malcolm Baldrige National Quality Award
1. Leadership 2. Strategy 3. Customers 4. Measurement, Analysis, and Knowledge Management 5. Workforce 6. Operations 7. Results
Crosby's Four Absolutes of Quality
1. Quality Definition: Conformance to Requirements 2. Quality System: Prevention of Defects 3. Quality Performance Standard: Zero Defects 4. Quality Measurement: Costs of Quality
Several types of variation are tracked with statistical methods. These include:
1. Within-piece variation, or the variation within a single item or surface. 2. Piece-to-piece variation, or the variation that occurs among pieces produced at approximately the same time. 3. Time-to-time variation, or the variation in the product produced at different times of the day.
Total Quality Management (TQM) can be traced back to early
1920s
In continuous improvement (CI), the primary focus is on improving processes so organizations can give customers what they want the first time, every time. Select the statement below that is correct. (Page 14)
A company focusing on CI places greater emphasis on customer service, teamwork, and process improvement
Processes and Process Improvement:
A process takes inputs and performs value-added activities on those inputs to create an output.
Quality circles
A quality circle is a volunteer group of workers who meet and discuss issues to improve any aspects of workplace, and make presentations to management with their ideas. started in the early 60s.
Malcolm Baldrige National Quality Award: Results
Examines an organization's performance in the areas of product and process results, customer-focused results, financial and market results, workforce-focused results and leadership and governance results.
Malcolm Baldrige National Quality Award: Workforce
Examines how an organization enables its workforce to perform to its fullest potential in alignment with the organization's overall strategic objectives.
The Six Sigma methodology was developed at Motorola Corporation as a strategy to deal with product and system failures. From the options below, pick the statement that is true about Six Sigma:
It was developed for a manufacturing environment to increase system reliability
The only system described in chapter 3 with a clear continuous improvement mandate which represents a total quality system is
Malcolm Baldrige
Six Sigma was developed by reliability engineer who worked for
Motorola
In week three the required reading (blog) the discussion is about -
Moving an organization from conformity to excellence
DMAIC describes:
NOT the answers because DMAIC pertains to Six Sigma - the eight essential steps of PDSA - the eight essential steps of ISO 9000 - the eight essential steps all project justification
A quality-cost measurement system will help focus on which problems, if solved will provide the greatest return on investment. Identify this statement(s) below that are true: (page 435-437)
a measurement system should capture and reduce significant quality costs
Mode
The mode is the most frequently occurring number in a group of values.
Malcolm Baldrige Award in 1988
The model, on which the award was based, represented the first clearly defined and internationally recognized TQM model. It was developed by the United States government to encourage companies to adopt the model and improve their competitiveness.
Inspections vs. Prevention
The most significant difference between prevention and inspection is that with prevention, the process— rather than solely the product—is monitored, controlled, and adjusted to ensure correct performance. By using key indicators of product performance and statistical methods, those monitoring the process are able to identify changes that affect the quality of the product and adjust the process accordingly.
Range
The range is the difference between the highest value in a series of values or sample and the lowest value in that same series.
Standard Deviation
The standard deviation shows the dispersion of the data within the distribution.
Vision Statement
This vision serves as a guide, enabling company leaders to create strategic plans supporting the organization's objectives. A clear vision helps create an atmosphere within an organization that is cohesive, with its members sharing a common culture and value system focused on the customer.
A population is
a collection of all possible elements, values, or items associated with a situation. - A population can contain a finite number of things or it may be nearly infinite. Limitations may be placed on a collection of items to define the population.
All actions lead to Results—
a composite of product and process, customer, workforce, leadership and governance, and financial, market, and strategy results.
Continuous improvement is
about emphasizing customer service, teamwork, attention to details and process improvement
Dr. Ishikawa identified six fundamentals that form the Japanese quality paradigm (in addition to developing the Ishikawa Fishbone diagram model). Identify the correct fundamental from the list below.
all employees should clearly understand the objectives and business reasons
The basis of the Criteria for Performance Excellence is
an integrated performance system consisting of six categories
Audits are designed to
appraise the activities, practices, records, or policies of an organization.
Measures of Performance
provide information about a system, process, activity, or product that allows users to compare performance against requirements.
Histograms
are graphical summaries of the frequency distribution of the data (Chapter 4).
Scatter Diagrams
are graphs that are used to analyze the relationship between two different variables.
Audits potentially answer several questions such as
are records being properly retained and used to solve production problems
Reviewing organizational performance and capabilities usually includes
assessing financial health, competitive performance and assessing organizational successes
In Baldrige Criteria 2, the level of strategy that is discussed is
at the organizational level
The central limit theorem enables
conclusions to be drawn from the sample data and applied to a population.
Any benchmarking assessment should
conduct a thorough review of existing business practices
Measurement error
is considered to be the difference between a value measured and the true value. The error that occurs is one either of accuracy or of precision.
A process
is considered to be under control when the variability (variation) from one part to another or from one service to another is stable and predictable.
The system foundation (Measurement, Analysis, and Knowledge Management)
is critical to effective management and to a fact-based, knowledge-driven, agile system for improving performance and competitiveness.
Key clauses comprise ISO 9000:2015 standards. Identify three of those below:
leadership, scope, planning
Organizational learning calls for learning to be embedded in day-to-day operations. This means
learning should be a part of everyday work and problems should be solved at the source
Six Sigma was conceived by a reliability engineer for Motorola in the 1990s. The focus of six Sigma was about reducing variability in processes. Motorola used terminology from karate to indicate
level of Six Sigma competence for the individual
Audits determine whether or not a company has the ability to
meet or exceed a standard.
In strategy implementation (Baldrige), the primary responsibility belongs to leadership for
meeting workforce capability and capacity needs
Thriving on chaos reading: Five questionable assumptions about direct control could include: (page 27)
mistakes can be discovered in time but not usually in time for effective (corrective) action, and that the person responsible will take corrective steps
Ethics of Care was defended by Noddings as a form of
moral relationship
Choose the statement below that is most accurate: The ethical statistician-
must maintain respectful discourse with colleagues
According to your textbook, the potential economic benefits of the Baldrige award to the US economy is approaching $25 billion because: (p. 52)
of better utilization of economic resources
Dr. Walter Schubert recognized
once a process is under control future process performance can be predicted
Why-Why Diagrams
organize the thinking of a problem-solving group. Asking why creates a chain of symptoms leading to the true cause of a problem.
Continuous Improvement (CI)
philosophy focuses on improving processes to enable companies to give customers what they want the first time, every time. Most CI efforts begin with a vision.
Statistical Process Control
prevents defects by applying statistical methods to control the processes making products or providing services.
Quality Control
was introduced to detect and fix problems along the production line to prevent the production of faulty products. Statistical theory played an important role in this area.
Total Quality
was used for the first time in a paper by Feigenbaum at the first international conference on quality control in Tokyo in 1969. The term referred to wider issues within an organization.
There are three levels in an SOP. The best description of the three levels from the options below:
what must be done, what must be done and how it is to be done
The centerline of a variable control chart shows
where the process average is centered, the central tendency of the data.
Statistical Quality Control (SQC)
wherein statistical data are collected, analyzed, and interpreted to solve problems.
Visions,
which are developed and supported by senior management, are statements describing how a company views itself now and in the future.
Total Quality Control in Japan
which is different from the western idea of total quality. According to Ishikawa, his explanation, it means 'company-wide quality control' that involves all employees, from top management to the workers, in quality control.
In systems theory, as system is viewed as a
whole, not a collection of processes that exchanges with an unpredictable environment
The results triad (Workforce, Operations, and Results) includes
your workforce-focused processes, your key operational processes, and the performance results they yield.
Quality of conformance
—conformance to requirements—refers to the manufacture of the product or the provision of the service that meets the specific requirements set by the consumer.
