BA 2

It is meeting and exceeding customer expectations at a price that he is willing to pay to possess the product or service.

What are the approaches to quality

superior in quality or exceeding the limits of expectation

observed as a quantifiable or measurable characteristic or attribute.

is an individual issue and products that best please their preferences (perceived quality) are those with the highest quality.

focused mainly with engineering and manufacturing practices and use the universal definition of “conformance requirements”.

It is defined using costs and prices as well as the number of attributes.

what are the Cost of Quality

These are incurred to prevent or avoid failure problems.

These costs are associated with meas,uring and monitoring activities related to quality standards and performance requirements.

costs happen when the results of work fail to attain design quality standards and are noticed before they are transferred to the customer.

These are costs obtained to treat defects exposed by customers.

What are the Components of Cost of Quality:

is the cost of making available products or services based on required standards.

means failure costs linked with a process not functioning based on required standards.

Constant pursuit of quality that involves everyone in the organization

What are the Core Concept of TQM

work not up to specification

work requiring correction

work thrown away

work done again

work behind schedule

work after agreed time

work not required

What are the Strategic Dimensions of Quality

consists of primary operating characteristics of the product.

are added characteristics that boost the attraction of the product or service to the user.

is the likelihood that a product will not fail within a particular time period.

depicts to that extent a product’s design and operating characteristics meet established standards.

is a measure of how much use a person gets from a product before it breaks down to such a point that replacement makes more sense than continual repair.

What are the Types of Durability

the vibration environment to which products will be exposed to in real use is reproduced.

used to test a sample or representative model of volume production.

All production products are tested to eliminate faulty units and approved good units.

replicates events to determine if structures can withstand sudden applied forces.

makes use of an environmental test chamber that artificially replicates the conditions under which machinery, materials, devices, or components might be exposed

involves the consumers’ ease of obtaining repair service like access to service centers and/ or ease of self-service; the responsiveness of service personnel like the ease of getting an appointment and willingness of repair personnel to listen to the customer; and the reliability of service like whether the service is performed right the first time.

means how a product looks, feels, sounds, tastes, or smells.

is the individuals’ subjective appraisal of products or a service’s attributes.

A Japanese word meaning continuous improvement.

"kai” mean

"zen” mean

Two types of Kaizen

is an action-oriented approach and refers to improvement activities that are carried out in the actual workplace

theory based approach and refers to strategic improvements that are prejudiced by the top management

What are the 5S?

(Golden cycle for improving processes)

What are the PDCA(Plan-Do-Check-Act) Cycles

problems are defined and need to be addressed

developing a solution for the problems

there’s comparison analysis of before and after data to confirm the effectiveness of the processes and measure the results.

documenting the results and preparation to address the other problems

(Invoked when failure occurs)

What are the SDCA (Standardized-Do-Check-Action) Cycles

are created with the employees.

carrying out the standard

compared standard with current situation to verify intended use.

modify the standard based upon the results from checking the standard

Three Dimensions of Kaizen

What are the KAIZEN SYSTEMS

It is a management tool for improving total performance. It also means organized Kaizen activities involving everyone in a company.

is a revolutionary way to trim down cost while at the same time meeting the customer’s delivery needs.

It is a system of maintaining and improving the integrity of production and quality systems through the machines, equipment, processes, and employees that add business value to an organization.

What are the Types of Maintenance

means that people waits until equipment fails and repair.

Daily maintenance (cleaning, inspection, oiling, re-tightening) design to retain the healthy condition of equipment and prevent failure.

consist of periodically inspecting, servicing and cleaning equipment and replacing parts to prevent sudden failure and process problems.

in which the service life of important part is predicted based on inspection or diagnosis, in order to use the parts to the limit of their service life.

improves equipment and its components so that preventive maintenance can be carried out reliably.

People follow policies, good or bad.

Policy should be direct and concise and should clearly define. It needs to state the level of defects or errors that is acceptable.Should be explained to employees.

It encourages all workers to talk about their suggestions orally with supervisors and put them into action right away, even before submitting suggestion forms

These are informal and voluntary groups organized to carry out specific task in a workshop environment.

are designed to address not only quality issues but also such issues as cost, safety, and productivity.

is a method for problem solving in teams by structurally searching for the root cause and eliminating them.

What are the Quality Certification and Award

is the world’s largest developer of voluntary International Standards

It was founded in 1947, and since then has published more than 19,000 International Standards covering almost all aspects of technology and business.

Whatever the country, whatever the language, the short form of our name is always ISO.

ISO is an independent, non-governmental organization made up of members from the national standards bodies of 164 countries. They have a Central Secretariat in Geneva, Switzerland, that coordinates the system.

Quality management

Environmental management

Food safety management

Social responsibility

is presented annually by the President of the United States to organizations that demonstrate quality and performance excellence.

Three awards may be given annually in each of six categories:

Baldrige Criteria for Performance Excellence:

Seven Quality Tools

It is employed to identify the underlying symptoms of a problem or “effect” as a means of finding the root cause.
Major Factors:
4M’s (Method, Manpower, Material and Machinery)
4P’s (Policies, Procedures, people and Plant)

It organizes and displays information in order to demonstrate the relative importance of various problems or causes of problems.

states that 80% of the problem is attributed to 20% of its causes or inputs

It is also known as data collection sheets and tally sheets.It used to capture data in a manual, reliable, formalized way so that decisions can be made based on facts.

It is a form of bar chart.
Used to measure the frequency distribution of data that is normally grouped together in ranges or “bins.”

Most complicated of the basic tools of TQM, but are based on simple principle.
It focuses on monitoring performance over time by looking at the variation in data points and distinguishes between common cause and special cause variations.
Control Limits are values from mean and variances that sample measurements not expected to exceed unless some special cause changes the process.

It is used to identify whether there is a relationship between to variables

Sometimes called process map.
It is a visual representation of a process.
Used to piece together the actual process as it is carried out, which quite often varies from how the process imagines it is.