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What is the significance of performance metrics like defects per million opportunities in Six Sigma?
What is the significance of performance metrics like defects per million opportunities in Six Sigma?
They serve as a standard metric to measure and improve process quality.
List two techniques to promote employee empowerment in process improvement.
List two techniques to promote employee empowerment in process improvement.
Build communication networks and develop open, supportive supervisors.
How do quality circles contribute to problem solving in an organization?
How do quality circles contribute to problem solving in an organization?
They provide a structured group of trained employees who collaborate to identify and solve issues.
What is the first step in the benchmarking process?
What is the first step in the benchmarking process?
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Explain the role of top-level management in implementing Six Sigma.
Explain the role of top-level management in implementing Six Sigma.
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What does continuous improvement involve in an organization?
What does continuous improvement involve in an organization?
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What is the statistical definition of Six Sigma?
What is the statistical definition of Six Sigma?
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What are the main steps of the DMAIC approach in Six Sigma?
What are the main steps of the DMAIC approach in Six Sigma?
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Who originally developed the Six Sigma program?
Who originally developed the Six Sigma program?
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What role does employee empowerment play in continuous improvement?
What role does employee empowerment play in continuous improvement?
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What is the purpose of benchmarking in the context of process improvement?
What is the purpose of benchmarking in the context of process improvement?
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Describe the Just-in-Time (JIT) concept.
Describe the Just-in-Time (JIT) concept.
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What do Taguchi concepts primarily focus on in quality improvement?
What do Taguchi concepts primarily focus on in quality improvement?
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What is the primary purpose of a Cause-and-Effect Diagram in TQM?
What is the primary purpose of a Cause-and-Effect Diagram in TQM?
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Explain how a Pareto Chart is useful in identifying defects.
Explain how a Pareto Chart is useful in identifying defects.
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Describe the function of a Flowchart in process management.
Describe the function of a Flowchart in process management.
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What does a Histogram represent in TQM?
What does a Histogram represent in TQM?
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How do Statistical Process Control Charts assist in quality control?
How do Statistical Process Control Charts assist in quality control?
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What are the typical axes of a Control Chart?
What are the typical axes of a Control Chart?
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Why is measuring service quality more challenging than measuring product quality?
Why is measuring service quality more challenging than measuring product quality?
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What two aspects influence customer perceptions of service quality?
What two aspects influence customer perceptions of service quality?
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How does Just-in-Time (JIT) contribute to reducing the cost of quality?
How does Just-in-Time (JIT) contribute to reducing the cost of quality?
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What are the key components of the Taguchi Concepts?
What are the key components of the Taguchi Concepts?
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Name two tools of Total Quality Management (TQM) used for generating ideas.
Name two tools of Total Quality Management (TQM) used for generating ideas.
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What does a Pareto Chart help to achieve in quality management?
What does a Pareto Chart help to achieve in quality management?
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Why is quality robustness important in product design?
Why is quality robustness important in product design?
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In what way does JIT influence inventory management?
In what way does JIT influence inventory management?
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What type of data does a Scatter Diagram visualize?
What type of data does a Scatter Diagram visualize?
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What role does statistical process control play in TQM?
What role does statistical process control play in TQM?
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What is the primary objective of an operations manager in the context of quality management?
What is the primary objective of an operations manager in the context of quality management?
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List two ways quality management can improve profitability.
List two ways quality management can improve profitability.
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Define quality according to the American Society for Quality.
Define quality according to the American Society for Quality.
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What is the user-based view of quality?
What is the user-based view of quality?
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Identify and explain one key dimension of quality.
Identify and explain one key dimension of quality.
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What are appraisal costs in quality management?
What are appraisal costs in quality management?
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What is the significance of prevention costs in the context of quality?
What is the significance of prevention costs in the context of quality?
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Name one of the seven concepts of Total Quality Management (TQM).
Name one of the seven concepts of Total Quality Management (TQM).
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What does TQM encompass in an organization?
What does TQM encompass in an organization?
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How does quality management support a low-cost strategy?
How does quality management support a low-cost strategy?
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Study Notes
Quality Management
- Quality management encompasses the whole organization, from supplier to customer.
- Operations managers aim to create a total quality management system that satisfies customer needs.
- Quality supports differentiation, affordable pricing and quick response strategies; it boosts sales and reduces costs.
- Building a quality organization is a significant challenge.
- Quality improvements affect profitability via improved sales (enhanced response, flexible pricing, and reputation) and reduced costs (higher productivity, reduced rework and scrap, and warranty costs).
Defining Quality
- Quality is the totality of features and characteristics of a product or service that meets stated or implied needs (American Society for Quality).
Different Views of Quality
- User-based: Focuses on better performance and more features.
- Manufacturing-based: Emphasizes conformance to standards and producing items correctly the first time.
- Product-based: Stresses specific and measurable product attributes.
Key Dimensions of Quality
- Performance
- Features
- Reliability
- Conformance
- Durability
- Serviceability
- Visual appeal
- Perceived quality
- Value
Costs of Quality
- Appraisal Costs: Costs involved in assessing products, parts, and services for quality.
- Prevention Costs: Costs aimed at reducing potential defects.
- Internal Failure Costs: Costs associated with defects discovered before delivery.
- External Failure Costs: Costs associated with defects discovered after delivery.
- Quality improvement will reduce total costs; costs increase as defects are overlooked.
Total Quality Management (TQM)
- TQM encompasses the entire organization from supplier to customer.
- TQM emphasizes a continuous commitment to quality excellence across all aspects of the products/services of the company.
- This drives customer satisfaction.
Seven Concepts of TQM
- Continuous improvement
- Six Sigma
- Employee empowerment
- Benchmarking
- Just-in-time (JIT)
- Taguchi concepts
- Knowledge of TQM tools
1- Continuous Improvement
- Continuously improving all processes.
- All operations, work centers, suppliers, and customers involved.
- Improving aspects of People, Equipment, Materials, and Procedures.
- Continuous improvement follows Shewhart's PDCA model.
Shewhart's PDCA Model
- Plan: Identify the pattern, make a plan.
- Do: Test the plan.
- Check: Is the plan working?
- Act: Implement the plan and document the process.
2- Six Sigma
- Statistical definition: A process is 99.9997% capable with 3.4 defects per million opportunities (DPMO).
- A program designed to reduce defects, lower costs, and improve customer satisfaction.
- Six Sigma follows a DMAIC approach.
Six Sigma Program
- Developed by Motorola, adopted by Honeywell and GE.
- Highly structured approach to process improvement.
- Strategy with a discipline (DMAIC).
DMAIC Approach
- Define: Define critical outputs and improve gaps.
- Measure: Measure the work and collect process data.
- Analyze: Analyze the data.
- Improve: Improve the process.
- Control: Control the new process to maintain new performance.
Six Sigma Implementation
- Emphasize defects per million opportunities.
- Extensive training.
- Corporate sponsor support (Champions).
- Qualified experts (Black Belts, Green Belts).
- Set challenging goals.
3. Employee Empowerment
- Involves employees in product and process improvements.
- Employee empowerment is essential for quality improvement.
- Techniques include:
- Building communication networks that include employees.
- Developing open and supportive supervisors.
- Empowering employees by moving responsibility to them.
- Creating a high-morale organization.
- Creating formal team structures.
- Quality Circles are a key tool when implemented correctly.
Quality Circles
- Groups of employees who regularly meet to solve problems.
- Trained in planning, problem-solving, and statistical methods.
- Facilitators may be part of the group.
4. Benchmarking
- Selecting best practices to use as a performance standard.
- Determine what to benchmark.
- Form a benchmarking team.
- Identify benchmarking partners.
- Collect and analyze benchmarking information.
- Take action to match or exceed the benchmark.
- Internal benchmarking is an option for large organizations.
5. Just-in-Time (JIT)
- Relating to quality:
- JIT reduces the cost of quality.
- JIT improves quality.
- Better quality results in less inventory and improved JIT systems.
6. Taguchi Concepts
- Engineering and experimental design to improve product and process designs..
- Identify key component and process variables affecting product variation.
- Taguchi Concepts, include: Quality robustness, quality loss function, and target-oriented quality.
7. TQM Tools
- Generating Ideas: Check sheet, Scatter Diagram, Cause-and-Effect Diagram
- Organizing Data: Pareto Chart, Flowchart (Process Diagram)
- Identifying Problems: Histogram, Statistical Process Control Chart
TQM in Services
- Service quality is harder to measure than product quality.
- Service quality perceptions depend on intangible differences between products and customer expectations.
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Description
Explore the fundamental aspects of quality management that span the entire organization, from suppliers to customers. Understand various definitions and perspectives on quality, including user-based, manufacturing-based, and product-based views. The quiz will assess your knowledge of strategies for improving quality to enhance profitability and customer satisfaction.
