Stat 167 1st Exam Reviewer PDF

STAT 167 1ST EXAM REVIEWER MODULE 1 Classes of Defects 1. Minor: small, insignificant issues that don’t affect...

STAT 167 1ST EXAM REVIEWER MODULE 1 Classes of Defects 1. Minor: small, insignificant issues that don’t affect the intended normal or reasonably foreseeable use A. CONCEPTS IN QUALITY AND QUALITY 2. Major: more serious than minor defects; could IMPROVEMENT adversely affect the function, performance or appearance Definition of Quality 3. Critical: very serious, leads directly to severe injury - Conformance to requirements realized through or catastrophic economic loss prevention and reduction of defects and nonconformances. (Philip B. Crosby) Examples: - Quality means fitness for use. 1. Online Shopping thru a Mobile Application - Quality is inversely proportional to variability. Minor: The user is ready to check out the item in his cart, but the “Check Out” display button is Examples: Dimensions of Quality misspelled as “Ch3ck 0uT.” Dimension Example Major: The user adds an item to the cart, but the - the ability of a smartphone to product is not added and/or the wrong variation capture high-quality photos of the product gets added. 1. Performance - service speed of a fast-food Critical: The user wishes to shop online, but the restaurant application crashes every time it is launched. - how long did it take for an 2. Production of Clothing Products automobile to require a repair Minor: Untrimmed thread 2. Reliability Major: Missing stitches/ buttons - first contact time of a customer service representative Critical: Needle found in the item - expected lamp life of a projector B. NO MODULE 3. Durability - lifetime warranty offered by a backpack - how long did it take for the bank to C. THE DMAIC MODEL correct an error in your e-wallet/ online banking transaction Define, Measure, Analyze, Improve and Control 4. Serviceability - how many callbacks did it take an (DMAIC) Model appliance repair shop to complete - Structured five-step problem-solving procedure the service used in quality and process improvement - visually appealing designs offered by a clothing brand Example 1: Hospital-acquired infections (HAIs) are a big 5. Aesthetics - visually appealing packaging of a concern in public hospitals in the Philippines. HAIs are food product known to be associated with increased morbidity and - integrating a fingerprint scanner or mortality. Observing the process in a DMAIC framework face recognition to unlock a laptop can drive improvements. 6. Features - a smartphone that is also a flip Define: What are the specific HAIs to be phone concerned about? Which hospitals will be - preference for internet service covered? providers based on own and other Measure: Measure the current state. How many people’s experiences patients have HAIs? What is the most common 7. Perceived HAI? - assuming that flights from a Quality Analyze: Determine the root cause. What are particular airline company are always delayed and handles the specific process steps or procedures in the baggage poorly hospital that introduce contamination? - ensuring that nonstick cookware is Improve: Implement a standardized checklist. 8. Conformance non-toxic and safe to use What are the steps to practice basic hygiene? to Standards - hygienic and hypoallergenic What are the susceptible areas? beauty products  Control: Institute training and reinforcement of One short/ long landings at Two short/ long landings at hospital staff to change the culture and major airports every five major airports each day internalize the process. days. 20,000 lost articles of mail Seven lost articles of mail per Example 2: You have been busy with academics during per hour hour the past few weeks, and you have observed that your 5,000 incorrect surgical 1.7 incorrect surgical house needs some general cleaning. Apply the DMAIC procedures every week procedures every week model to propose a solution to the problem. Define: Identify the scope of the cleaning No electricity for almost No electricity for 7 hours seven hours every month every 5 years project. Will I change the beddings? Will I include the bathroom? One unsafe minute of Unsafe drinking water for 15 Measure: Identify the available cleaning drinking water every seven minutes per day materials. What cleaning materials do I need? months Do I have enough? How much time do I have? Analyze: Understand the types and amounts of Philip Crosby’s Four Absolutes house objects currently in place and the 1. The definition of quality is conformance to available storage locations. requirements. Improve: Execute cleaning and organizing by 2. The system of quality is prevention. removing unnecessary house objects. Identify 3. The performance standard is zero defects (close to storage tips and hacks. Six Sigma). Control: Label storage boxes. Conduct weekly 4. The measurement of quality is the price of audit to ensure house objects do not scatter. nonconformance. D. SIX SIGMA FOUNDATIONS AND PRINCIPLES W. Edwards Deming’s 14 Points 1. Create constancy of purpose toward improvement Six Sigma of product and service. - Quality management philosophy and a 2. Adopt the new philosophy that we are in a different methodology that focuses on reducing variation, economic era. measuring defects, and improving the quality of 3. Cease dependence on inspection to achieve products, processes and services. quality. - Stretch goal of six standard deviations from the 4. End the practice of awarding business on the basis process mean to the specification limits when of price tag alone; instead, minimize total cost by the process is centered, but also allowing for a working with a single supplier. 1.5 sigma shift toward either specification limit. 5. Improve constantly and forever every process for - Goal: 3.4 defects for every 1 million opportunities planning, production, and service. 6. Institute training on the job. Sigma Levels 7. Adopt and institute leadership. 8. Drive out fear. Sigma Level DPMO Yield (%) 9. Break down barriers between staff areas. 10. Eliminate slogans, exhortations, and targets for the 6σ 3.4 PPM 99.99966 workforce. 5σ 233 PPM 99.977 11. Eliminate numerical quotas for the workforce and 4σ 6,210 PPM 99.38 numerical goals for management. 12. Remove barriers that rob people of pride of 3σ 66,810 PPM 93.3 workmanship. Eliminate the annual rating or merit 2σ 308,770 PPM 69.1 system. 1σ 691,462 PPM 30.9 13. Institute a vigorous program of education and self-improvement for everyone. 14. Put everybody in the company to work to Value of Six Sigma accomplish the transformation. 99% Defect-Free 99.99966% Defect-Free E. LEAN FOUNDATIONS AND PRINCIPLES At least 200,000 wrong drug 68 wrong drug prescriptions prescriptions each year each year Lean - A methodology that focuses on reducing cycle time and waste in processes. 8 Types of Wastes (D.O.W.N.T.I.M.E.) 1. Defects 2. Overproduction: Throwing meals in an eat-all-you can or buffet restaurant 3. Waiting: People waiting, Machine waiting, Item waiting 4. Non-utilization of Skills/ People: Hiring too many workers 5. Transportation: Moving products around or moving them further than necessary without changing them 6. Inventory: When a product is overproduced, it needs to be stored somewhere to free up space. 7. Motion (operations): How much do people move? Can that be reduced? Some websites have poor navigation. You spend a lot of movements trying to look for something in a cluttered space. 8. Excess Processing (including rework): Any additional processing beyond what is needed to meet customer requirements 5S: Sort, Set in Order, Shine, Standardize, Sustain Example: 5S program in a restaurant industry Poka Yoke: Prevent errors from moving to the next step in a process Examples: Poka Yoke You cannot remove the key from your car unless the transmission is in park. The microwave oven will not operate if the door is open. Rumble strips on the highway let you know if you're wandering off the road. Speed bumps let you check your speed. Online forms can verify that all the required fields have been filled out. MODULE 2 A. DATA COLLECTION TECHNIQUES B.