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| how do the gurus define quality? |
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Definition
Juran- fittness for use
Demming- Non Faulty system
Crosby- Conformance to requirements |
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Definition
statistical process control:
preventing defects by applying statistical methods in controlling processes |
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total quality management-
management approach focused on continuous process and system improvement |
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Definition
quality management systems-
comprehensive integrated management system to improve quality |
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Definition
Big Q: term used to contrast the difference between managing for quality it ALL part of an organization
Little Q: term used to contract managing for quality in only the products |
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| Difference between service and product quality |
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Definition
service quality does not have a tangible item
-services are usually consumed as they are produced.
-services generally labor intensive
-service companyies handle large numbers of customer service transactions |
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Term
| most organizational processes are..... |
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Definition
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| every system must be sure to have a..... |
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| what does every system inevitably have? |
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-reduce variation
-dont need a lot of management |
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natural variation: cant avoid, is not employees fauly
Special variation: unpredictable, can be eliminated |
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| what is more powerful...intrinsic or extrinsic motivation |
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| what is the cycle that involves Plan Do Check Act |
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Definition
-Felt management was necessary and had to work from the top down
-product performance related to customer satisfaction
-freedom from deficciencies, which will avoid customer dissatisfaction |
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Definition
-Quality come from top down (management)
-"Quality is free"
-Zero Defects |
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Definition
| control--->influence---->concern |
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Term
| brainstorming original vs nominal technique |
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Definition
Original:
-warm up session
-everyone throws out ideas
-facilitator organizes by category
-list is reviewed
-duplicates and out of scope ideas removed
NOMINAL:
-10 min to write down ideas
-everyone says ideas after
-good for shy people or groups with really dominating outspoken people
-discuss and vote on priorities |
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Term
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Definition
-man
-machine
-milieu
-materials
-method
-measurement |
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Term
| causal existance vs causal independence vs causal sufficiency |
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Definition
causal existance: one link directly causes another
causal sufficiency: there are multiple causes that effect the process at the same time
causal independence: there are many caused that independently effect the process |
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Term
| attribute data vs variable data |
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Definition
attribute data: something you can count like number of people with blue eyes in the room
variable data: something that is measured like caliper of paper |
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Term
| Pareto Analysis stated.... |
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Definition
| most effects come from relatively few causes (separate teh vital few from the useful many) |
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Term
| in scatter plots, what is the independent and dependent variable? |
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Definition
| the x axis is the independent and the y axis is dependent |
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Term
at would cause different distibutions:
-Normal
-Narrow
-Wide
-Truncated
-Skewed
-Multi-Nodal
-Plateau
-Comb |
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Definition
-Normal
-Narrow: bins too large
-Wide: bins too small( cobine some)
-Truncated: missing data
-Skewed
-Multi-Nodal: gender or 2 diff printing presses (can it be subcategorized?)
-Plateau: too much variation, has the densitometer been calibrated?
-Comb |
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Term
| how to determine the bin width |
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Definition
determine range (max-min)
Determine K = number of bins
determine H=R/K
start at R/K and increase in incriments of H |
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Term
| difference between correlation and slope |
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Definition
| slope is how much one variable affects another and correlation is how likely one variable will effect another |
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Term
| if you have a narrow or wide distribution what does that mean about your bins? |
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Definition
narrow: bins too large
wide: bins to small |
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Term
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Definition
the strength of the effect (how much)
-the steeper the slope the greater the effect! |
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Term
| the relationship is strongest in scatter plots when.... |
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Definition
| the r value is closer to 1 |
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Term
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Definition
-boost moral
- goals are good but can lead to frustrations |
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Term
| what tool shows variation |
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Definition
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| what is not included in the cost of quality |
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Definition
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| what was the triggering event for prepress paul |
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Definition
| impositions recieved from customer service |
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Term
| preparing to minimize the effect of a problem is called |
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Definition
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| quality tool for finding out which potential root cause has the biggest impact on the problem? |
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Term
| first step after collecting data for pareto chart |
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Definition
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Term
| run chart vs control chart |
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Definition
run chart: shows data over time
control chart: data over tim with statistical data applied to it
-identifies process and change over time and determines if process in control
-common or assignable variation
-shows UCL and LCL |
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Definition
| take into account changed OVER TIME....ITS A SNAPSHOT |
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Definition
the width variation over time
if r=o there is no variation |
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Definition
| what the customer will accept |
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Definition
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| sawtooth patterns show that... |
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Definition
| sampling from more than one processs |
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Definition
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Term
| simple random sampling vs. systematic sampling |
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Definition
simple randon:
- can distort results
-no correlation over time
-hard with large populations
systematic:
-sample taken ever x number of people
-good for tracking a process
-hard to estimate accuracy
-should randomize the first measure |
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Term
| rule of thumb for systematic sampling |
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Definition
-sampling should be frequent enough to adjust process but not TOO frequent to interfere with process
-higher cost data should be tested more often
-sample based on run length |
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Term
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Definition
accept/reject
-pro: less handling, fewer inspectors, lower costs, faster
-cons: risk of accepting bad ones and rejecting good ones. sample provides lessinfo than 100 percent inspection |
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Term
| mil spec 105 standarization levels |
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Definition
1. normal
2. tightened
3. relaxed |
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Term
| honor le blancs concept of... |
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Definition
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Term
| cumulative total line in pareto chart separates... |
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Definition
| the vital few from the significant many |
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Term
| plan do check act is part of.. |
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Definition
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Term
| for process to be a good candidate for improvement it must be... |
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Definition
| measurable and repeatable |
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Term
| JIT manufacturing comes from... |
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Definition
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Term
| scatter plots help identify |
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Definition
| how likely and how strongly one variable affects another |
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Term
| until the 1980s, most companies maintained quality through |
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| whats harder to measure service or product quality |
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Definition
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| whats harder to measure service or product quality |
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Definition
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| view of quality as satisfaction of customer is called |
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Definition
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Definition
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| benchmarking approaches are... |
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Definition
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| decision nodes have how many options |
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Definition
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| avg company never hears from what percent of dissatisfied customers |
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Definition
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Term
| crosby measure of quality |
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Definition
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| quality tool to identify as many possible root causes as possible |
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Definition
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Term
| hwat is used to monitor continuous variable data |
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Definition
| process distribution check list |
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Term
| pareto charts are diff from histograms because they |
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Definition
| usually rank and sort by diff causes |
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