This is a draft cheat sheet. It is a work in progress and is not finished yet.
Quality and Notable Names
- Quality: Ability of a product/service to consistently meet or exceed cust. Expectations |
- Sony promotes continuous, decisive efforts to enhance product quality and to reinforce its quality management system |
- Walter Shewart- “Father of statistical quality control” |
- Edwards Deming- The 14 points of quality management |
- Joseph Juran- Quality trilogy: quality planning, quality control, quality improvement |
- Taiichi Ohno & Shigeo Shingo - Toyota Executives- Developed philosophy and methods of kaizen |
Performance Quality Dimensions:
o Performance- Main Features/ characteristics |
o Aesthetics- appearance, feel, smell, etc |
o Conformance- conforms to design specifications |
o Reliability |
o Durability |
o Perceived Quality- Indirect evaluation of quality |
o Serviceability- Handling of complaints or repairs |
o Consistency- Quality |
Who is Responsible for quality?
Top Management |
Design |
Procurement |
Production/Operations |
Quality Assurance |
Packaging and Shipping |
Marketing and Sales |
Cust. Service |
Costs of Quality
Appraisal Costs- Costs of act. design to ensure quality or uncover defects |
Prevention Costs- TQ training, planning, cust assessment, process ctrl, quality improvement costs to prevent defects |
Failure Costs- incurred by defective parts/products or faulty services |
Internal- Costs to fix problems that are detected before the product/service is delivered |
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External- '' '' detected after service/ product is delivered |
Consequence of Poor Quality
Loss of Bus |
Liability |
Productivity |
Costs |
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