Quality Assurance & Control Overview
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Questions and Answers

What is the definition of quality assurance?

Quality assurance can be defined as “part of quality management focused on providing confidence that quality requirements will be fulfilled. The confidence provided by quality assurance is twofold-internally to management and externally to customers, government agencies, regulators, certifiers, and third parties. An alternate definition is “all the planned and systematic activities implemented within the quality system that can be demonstrated to provide confidence that a product or service will fulfill requirements for quality

How can quality assurance be described in terms of its focus?

Quality assurance is focused on providing confidence that quality requirements will be fulfilled.

What is quality control defined as?

Quality control can be defined as "part of quality management focused on fulfilling quality requirements."

What is the primary difference between quality assurance and quality control?

<p>All of the above.</p> Signup and view all the answers

What is the main concept of total quality management (TQM)?

<p>TQM is an ongoing process of detecting and reducing or eliminating errors.</p> Signup and view all the answers

What are three core purposes of TQM?

<p>Streamline supply chain management, improve customer service, and ensure employee training.</p> Signup and view all the answers

What is the central aim of TQM in terms of accountability?

<p>TQM aims to hold all parties involved in the production process accountable for the overall quality of the final product or service.</p> Signup and view all the answers

What is considered a customer in a TQM context?

<p>Anyone who is impacted by the product or process delivered by an organization.</p> Signup and view all the answers

What are the two types of customers recognized in TQM?

<p>External customer: The end user as well as intermediate processors. Internal customer: Other divisions of the company that receive the processed product.</p> Signup and view all the answers

What is the definition of a product in TQM?

<p>The output of the process carried out by the organization.</p> Signup and view all the answers

How is customer satisfaction achieved according to TQM?

<p>B and C</p> Signup and view all the answers

Which of these is NOT a common definition of quality?

<p>Maximizing profits</p> Signup and view all the answers

When asking questions about quality at the level of products and services, what should you consider?

<p>All of the above</p> Signup and view all the answers

When asking questions about quality at the process level, what should you consider?

<p>A, B, and C</p> Signup and view all the answers

What are the two key aspects of quality in services?

<p>Technical quality and functional quality.</p> Signup and view all the answers

What are customer prior expectations and how do they impact service quality?

<p>Customer prior expectations, which are shaped by their past service experiences, greatly influence how they perceive the quality of service performance. This perception, in turn, directly affects their satisfaction with the service.</p> Signup and view all the answers

What is the main contribution of Walter A. Shewhart to quality management?

<p>Shewhart developed statistical control process methods to distinguish between random and nonrandom variation in industrial processes to keep processes under control.</p> Signup and view all the answers

What is the significance of the PDCA cycle developed by Walter A. Shewhart?

<p>Shewhart's PDCA cycle (Plan-Do-Check-Act) emphasizes the need for continuous improvement, highlighting the iterative process of planning, implementing, evaluating, and adjusting quality practices.</p> Signup and view all the answers

What is the significant contribution of Edwards Deming to quality management?

<p>Deming advocated for Statistical Process Control (SPC), a statistical method for monitoring and controlling processes to improve quality.</p> Signup and view all the answers

What is the Deming Prize?

<p>The Deming Prize is a prestigious award given annually in Japan to recognize companies that have achieved significant improvements in quality management.</p> Signup and view all the answers

What are the central themes of the Deming Philosophy?

<p>Deming's philosophy emphasizes the importance of understanding variation, theory of knowledge, psychology, and appreciation for a system in achieving quality.</p> Signup and view all the answers

What is the definition of product quality as defined by Joseph M. Juran?

<p>Juran defined product quality as &quot;fitness for use&quot; as viewed by the customer, encompassing five key aspects: Quality of design, quality of conformance, availability, safety, and field of use.</p> Signup and view all the answers

What categories did Juran introduce for analyzing the cost of quality?

<p>Juran categorized the cost of quality into prevention, appraisal, internal failure, and external failure.</p> Signup and view all the answers

What are the key principles of the Juran Philosophy?

<p>The Juran Philosophy focuses on achieving high product quality as the mission of the firm as a whole and the mission of each individual department. It emphasizes continuous improvement throughout every level of the organization.</p> Signup and view all the answers

What are the three stages of Juran's Quality Trilogy?

<p>Juran's Quality Trilogy consists of Quality Planning, Quality Control, and Quality Improvement.</p> Signup and view all the answers

What is the central idea behind Armand Feigenbaum's concept of "total quality control"?

<p>Feigenbaum proposed the concept of &quot;total quality control,&quot; which emphasizes making quality everyone's responsibility.</p> Signup and view all the answers

What two areas did Feigenbaum emphasize in total quality control?

<p>Feigenbaum stressed the importance of interdepartmental communication and careful measurement and reporting of quality costs.</p> Signup and view all the answers

What is the core message Philip Crosby promoted in his quality philosophy?

<p>Crosby preached the idea that &quot;quality is free,” advocating that improving quality can actually lead to reduced costs overall.</p> Signup and view all the answers

What is the primary focus of Genichi Taguchi's quality philosophy?

<p>Taguchi emphasized the minimization of variation in products and processes to ensure consistent quality. He believed that reducing variation leads to improved product reliability and reduced costs.</p> Signup and view all the answers

What is one aspect of quality that Taguchi was particularly concerned about?

<p>Taguchi was concerned with the cost of quality to society, extending Juran's concept of external failure to consider the broader impact of poor quality on society.</p> Signup and view all the answers

What is Kaoru Ishikawa known for in the field of quality management?

<p>Ishikawa was known for developing problem-solving tools like the cause-and-effect (fishbone) diagram, which helps to identify and analyze the root causes of problems in quality. Additionally, he was nicknamed the &quot;father of quality circles.&quot;</p> Signup and view all the answers

What are the eight dimensions of quality in goods?

<p>The eight dimensions of quality in goods are performance, features, reliability, durability, conformance, serviceability, aesthetics, and perceived quality.</p> Signup and view all the answers

What are the five dimensions of quality in services?

<p>The five dimensions of quality in services are reliability, tangibles, responsiveness, assurance, and empathy.</p> Signup and view all the answers

What is the main goal of the cost of quality framework?

<p>The cost of quality framework aims to identify and analyze various cost components related to producing high-quality products and low-quality components with a focus on minimizing the total cost of quality.</p> Signup and view all the answers

How can service recovery contribute to customer satisfaction?

<p>A firm's ability to quickly and effectively rectify a service mistake can have a strong positive effect on customer loyalty and satisfaction, leading to greater customer retention.</p> Signup and view all the answers

What are the key aspects of effective service guarantees?

<p>Effective service guarantees should be unconditional, easy to understand, meaningful, easy and painless to invoke, and easy and quick to collect on.</p> Signup and view all the answers

What are the key elements of successful TQM implementation?

<p>All of the above.</p> Signup and view all the answers

What are the essential elements of TQM based on the metaphor of building a house?

<p>The key elements of TQM can be described as: Foundation: Integrity, Ethics, Trust. Building Bricks: Leadership, Teamwork, Training. Roof: Recognition (Motivation). Binding Mortar: Communication.</p> Signup and view all the answers

What is the primary focus of Hoshin Kanri planning?

<p>Hoshin Kanri planning focuses on aligning organizational resources, goals, and strategies to achieve quality objectives. It involves outlining quality policies and goals, strategizing deployment of goals, creating plans to meet those goals, and determining the organizational structure, resources, measurement systems, and training required for successful implementation.</p> Signup and view all the answers

What are the key aspects of statistical process control (SPC) in process management?

<p>Statistical process control is a structured approach to process management that involves planning, administrating, and monitoring processes, recognizing both value-added and -support processes. It focuses on creating repeatable and measurable processes, identifying process owners, and ensuring accountability for process performance</p> Signup and view all the answers

What is the central concept of process control?

<p>Process control emphasizes ensuring conformance to specified requirements and taking corrective action when necessary. It aims to keep processes within predefined control limits and prevent deviations from those limits.</p> Signup and view all the answers

What are the two key benefits of effective process control?

<p>Effective process control contributes to building effective quality control systems and facilitates process improvement within an organization.</p> Signup and view all the answers

What is the main purpose of ISO 9000 series standards?

<p>ISO 9000 is a set of international standards on quality management and quality assurance, developed to help companies effectively document their quality systems and processes, demonstrating their commitment to delivering high-quality products and services.</p> Signup and view all the answers

What are the three key ISO standards for quality management?

<p>The key ISO 9000 standards are ISO 9001, ISO 9002, and ISO 9003. ISO 9001 deals with the fundamentals of quality management systems, ISO 9002 outlines a model for quality assurance during production and installation, and ISO 9003 focuses on quality assurance during final inspection and testing.</p> Signup and view all the answers

What are the benefits of implementing and adhering to ISO 9000 standards?

<p>All of the above.</p> Signup and view all the answers

What are the eight management principles that form the foundation of ISO 9000 standards?

<p>The eight principles of ISO 9000 are 1. Customer Focus, 2. Leadership, 3. Involvement of People, 4. Process Approach, 5. System Approach to Management, 6. Continual Improvement, 7. Factual Approach to Decision Making, and 8. Mutually Beneficial Supplier Relationships.</p> Signup and view all the answers

What is the purpose of ISO 14000 standards?

<p>ISO 14000 is a series of international environmental management standards, guides, and technical reports that provide organizations with a framework for managing their environmental impact, reducing environmental risks, and continuously improving environmental performance.</p> Signup and view all the answers

What are the core requirements of ISO 14001?

<p>ISO 14001 sets out the requirements for establishing and maintaining an Environmental Management System, covering aspects such as the scope of the system, environmental policy, risk and opportunity evaluation, environmental aspects, objectives, and plans for achieving them, and operational control procedures.</p> Signup and view all the answers

Study Notes

Quality Assurance & Control

  • Quality assurance is part of quality management, focused on ensuring quality requirements are met. This assurance is internal (for management) and external (for customers and third parties)
  • Quality assurance provides confidence in meeting quality requirements. An alternate definition: planned and systematic activities within a quality system to demonstrate confidence that product/services will meet quality requirements.

Cost of Quality

  • Cost of quality is a framework for categorizing components related to producing high-quality and low-quality components with the goal to minimize total cost of quality.
  • Categories include: Prevention, Appraisal, Internal Failure, and External Failure.

Quality Control

  • Quality control is part of quality management, focused on fulfilling quality requirements. It focuses on the inspection aspect of the quality process, checking for defects. An alternate definition: operational techniques used to meet quality requirements.

Diagram Between QA & QC

  • QA is proactive, process oriented, gathers customer feedback, improves processes, and performs audits.
  • QC is reactive, product oriented, evaluates customer feedback, looks for defects, verifies production and performs inspections.

Total Quality Management (TQM)

  • TQM is a continuous process for detecting, reducing, and/or eliminating errors.
  • TQM focuses on improving goods/service quality by training employees, streamlining supply chain management, and consistently improving internal practices.
  • TQM aims to hold all parties involved in the production process accountable for the overall quality of the final product or service.

TQM Model

  • Key components of TQM include: Customer Focus, Total Participation, Process Management, Process Improvement, and Planning Process.

Customer

  • Customer is anyone affected by a product or process delivered by an organization. These can be external (end-users or processors) or internal (other company divisions).

What is a Product

  • A product is the output of a process carried out by the organization.

How is Customer Satisfaction Achieved?

  • Customer satisfaction is achieved through product features (design quality) and freedom from deficiencies (conformance quality).

8 Common Definitions of Quality

  • These 8 key dimensions highlight different aspects of quality. Specific components include: Perfection, consistency, eliminating waste, speed of delivery, compliance with policies and procedures, doing it right the first time, delighting or pleasing customers, and total customer satisfaction and service.

Points to Remember At Quality Level

  • Questions to consider when evaluating quality: Which products/services meet expectations? Which products/services are necessary but not currently being provided?

At Process Level

  • Questions to consider about processes: What products/services are most important to the external customer? What processes produce those products/services? What are the key inputs to the processes?

Additional Views of Quality in Services

  • Two distinct views on quality in services.
  • Technical Quality- the core element and is directly related to the service itself
  • Functional Quality - customer's perception of how a service functions and how well it is delivered.

Historical Philosophies of Quality

  • Key figures include: Walter A. Shewhart, Edwards Deming, Joseph M. Juran, Armand Feigenbaum, Philip Crosby, Genichi Taguchi, and Kaoru Ishikawa.

Walter A. Shewhart

  • Developed statistical methods to distinguish between random variation and nonrandom variation in industrial processes
  • Developed the Plan-Do-Check-Act (PDCA) cycle.

Edwards Deming

  • Advocated Statistical Process Control (SPC)
  • Created the Deming Prize.
  • Developed the 14-point program.

Deming's 14 Point Program

  • A series of points intended improve quality. Specific points include: Adopting the philosophy, ceasing dependence on inspection, working with a single supplier, continuous improvement, on the job training, and leadership, and many others.

Deming's Philosophy

  • The Deming philosophy is centered around understanding variation, the theory of knowledge, appreciation for a system, and psychology.

Joseph M. Juran

  • Defined product quality as "fitness for use" from the customer's perspective.
  • Described the cost of quality as prevention, appraisal, internal failure, and external failures.

The Juran Philosophy

  • The mission of the firm is to achieve quality.
  • The mission of each individual department is to achieve high production quality.

Quality Trilogy

  • Identifies quality planning (identifying customers, needs, translating to organizational language, optimizing product), quality control (developing a process, optimizing process), and quality improvement (proving/optimizing process conditions and transferring processes to operations).

Armand Feigenbaum

  • Proposed total quality control, making quality everyone's responsibility.
  • Stressed interdepartmental communication.

Philip Crosby

  • Preached that "quality is free"; an organization can reduce overall costs by improving the overall quality of its processes

Genichi Taguchi

  • Emphasized the minimization of variation.
  • Concerned with the cost of quality to society.
  • Extended Juran's concept of external failure.

Kaoru Ishikawa

  • Developed problem-solving tools such as the Fishbone Diagram.
  • Called the “father of quality circles”, a type of quality-improvement team.

Defining the Dimensions of Quality

  • Performance, features, reliability, durability, conformance, serviceability, aesthetics, and perceived quality are discussed for both goods and services.

Cost of Quality Models

  • Models used to categorize and analyze costs associated with production and product quality. Examples include Feigenbaum's model and Juran's model. Specific categories in these models include prevention, appraisal, internal failure, and external failure costs.

Hoshin Kanri Planning

  • A planning methodology focused on implementing quality policies and goals. It includes deployment of goals and plans, structures, resources, feedback mechanisms, and training.

Process Management - Statistical Process Control (SPC)

  • Process management through various processes (value-added, support, value creation); planning, administering, repeatability, measurable processes, and accountability.

Process Control

  • Ensuring conformance to requirements. Process control methods are the basis for effective daily management of processes; short-term corrections by process owners and long-term solutions by management.

Effective Quality Control Systems

  • Methodologies to control and improve processes.

International Organization for Standardization (ISO) 9000

  • Defines quality policy, objectives, and fundamentals for quality management systems. Deals with eight principles for the standards that organizations should meet.

ISO 9000 Series

  • A set of international quality standards developed to help organizations document quality management and to improve quality assurance in the design, production, and installation of products. Includes models for final inspection and testing, along with guidelines.

Advantages of ISO registration.

  • Maintaining quality
  • Improved market credibility
  • Competition with larger companies
  • Focus on customer needs to establish long-term loyalty
  • Confirms company commitment to quality and facilitating trade. Increasing market opportunities, customer confidence, and satisfaction.

ISO 14000

  • A series of environmentally oriented standards and reports. Requirements for environmental management systems include scope, policy, risks & opportunities, and aspects, environmental objectives, and operational control procedures.

Clauses

  • Various clauses in ISO standards, such as quality management systems, management responsibility, resource management, product realization, and measurement, analysis, and improvement are described. Specific clauses identify topics such as general requirements, documentation, customer focus, quality policies, quality objectives, planning, and more. Other details include competence, awareness, work environment, processes, monitoring, analysis and improvements.

Customer Satisfaction

  • Ensuring that customer needs are met.

Assuring Customer Satisfaction

  • Ways to ensure customer satisfaction include service recovery (quickly resolving mistakes) and effective service guarantees (unconditional, easy to understand, and meaningful guarantees).

TQM Implementation

  • Elements for successful implementation of Total Quality Management (TQM) include leadership, employee involvement, product/process excellence, successful implementation, and potential implementation failures. Specific elements to successful implementation include the elements of integrity, ethics, trust, training, teamwork, communication, recognition, and leadership.

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Description

This quiz covers essential concepts related to quality assurance, cost of quality, and quality control within quality management. It provides insights into ensuring quality requirements are met and the associated costs linked to quality management. Test your understanding of these critical components of quality systems.

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