Module 4 - Quality Management Basics SQC

Engaged people at all levels of the organization who are involved in the pursuit of quality that provides benefits to the organization.

Engaged Colleagues

An online retailor analyzes packages shipped per day for the past week and uses this to schedule employees in his packing and shipping department.

Fact-based decision making

A hotel chain analyzes its check-in process in an effort to improve customer satisfaction.

Flow Chart

An organizational focus on satisfying customers.

Focus on Customers

What analysis technique should a call center use to analyze its number calls for each hour of operation?

Histogram

is a vertical bar chart that shows the distribution of data over time, across groups or categories

Historgram

Program that shows that an organization has a quality management system in place to monitor and control quality issues.

ISO Certification

A car manufacturer implements a new employee training program to improve quality and safety.

Quality Assurance

A sugar producer weighs ten bags of sugar out of every batch packaged to ensure packaging quality.

Quality Control

is a component of business strategy that focuses on product/service quality and the means to achieve it

Quality Mangagement

An Electronics Company produces 92% quality in its Circuits Department, 95% quality in its Assembly Department, and 98% quality in its Finishing Department. What tool should it use to find its total system quality?

Reliability

A regional bank has broadly identified problems with its current banking software and wishes to now break these problems into specific details to evaluate potential software packages as a replacement.

Tree Diagram

shows whether a result meets a requirement or not (yes/no, pass/fail)

Attribute Data

shows the underlying causes of a problem or event, also known as a fishbone diagram

Cause and Effect Diagram

is a structured form to collect and record data providing information about the number, time and location of events or problems

Check Sheet

Principle focused on continuous improvement of employee skills and process capabilities.

Continous improvement

A tool for monitoring unwanted product variation.

Control Chart

is a management approach that seeks to maximize customer value while minimizing waste

Lean Systems

A quality program from the customer's perspective that views anything that does not add to the customer's experience and satisfaction as waste that should be eliminated.

Lean system

A steel manufacturer implements new processing temperature setting for steel beam to improve tensile strength.

PDCA

is a histogram, ordered by frequency of occurrence, that shows how many results were generated by each identified cause

Pareto Chart

Principle that lowers cost and shortens cycle times through the effective use of resources.

Process Approach

A hospital analyzes its operating room procedures by looking at supplies, patient preparation, operating processes and patient recovery.

SIPOC

diagram defines the boundaries of a process and shows how Suppliers, Inputs, Processes, Outputs and Customers interact to produce quality products/services

SIPOC DIAGRAM

is the process of selecting participants or gathering data from a population

Sampling

A hospital Emergency Room wishes to analyze the patients they treat for flu versus patients who received a flu shot.

Scatter Diagram

shows the relationship or correlation between variables

Scatter Diagram

Quality teams that are essentially striving for perfection by applying quality control concepts to improvement of processing quality.

Six Sigma

is a quality program that uses statistical quality control techniques to provide quality outputs at the level of 3.4 defects per million opportunities

Six Sigma

is abnormal variation that is not a natural part of the process

Special Cause Variation

relies on statistics and measurement monitor work to analyze process abnormalities and improvements

Statistical Process Control

shows how well a result meets a requirement

Variable Data

is a graphical representation of the flow of information or product through a process or operation

flow chart