Summary Quality management course topics

-
333 Flashcards & Notes
2 Students
  • This summary

  • +380.000 other summaries

  • A unique study tool

  • A rehearsal system for this summary

  • Studycoaching with videos

Remember faster, study better. Scientifically proven.

PREMIUM summaries are quality controlled, selected summaries prepared for you to help you achieve your study goals faster!

Summary - Quality management course topics

  • 1 Quality definition

  • Notes slides niet kon laten zien
    notes schrift toevoegen
    aant online
  • 1.1 Definition and evolution of Quality

  • What is quality? (3)
    - The concept of quality is subjective and difficult to define
    - Some aspects of quality can be defined
    - Ultimately the evaluation of quality is done by the customer
  • Quality involves or quality as:  (4)
    - Conformance to specifications
    - Customer needs and expectations
    - Value
    - Excellence
  • There exist multiple definitions of quality, defined by
    - EFQM (european foundation for quality management)
    - ISO (international organization for standardization)
    - Juran, Crosby, Zeithaml
  • What is the Quality definition and what aspects does it involve?
    - Quality is about satisfying customer needs and expectations

    It is about the compliance with customers desired characteristics/ absence of defects in the product/service

    Satisfying customer needs and expectations/ fair price or minimum cost

    on the one hand; Expected required, latent quality
    on the other hand; Internal and external customers
  • What two quality dimensions exist
    - Product
    -Service
  • What are the 8 quality dimensions Garvin has established?
    - Performance
    - Features
    - Reliability
    - Conformance
    - Durability
    - Serviceability
    - Aesthetics
    - Perceived quality

  • What is performance?
    Basic operating characteristics
  • What are the features?
    '' extra'' items added to basic features
  • What is the reliability?
    The probability the product will operate over time
  • What is the conformance?
    Is about meeting the pre-established standards
  • What is the durability?
    - The life span before replacement
  • What is the serviceability?
    - Ease of getting repairs, speed & competence of repairs
  • What is the perceived quality about
    - Subjective perceptions based on brand name, advertising, etc
  • What are the quality dimension of a Service (5)
    - Tangible elements
    - Reliability
    - Responsiveness
    - Empathy
    - Assurance
  • What is is the tangible element of the service quality dimension?
    - Appearance of physical facilities, equipment, personnel and communication materials
  • What is the reliability element about in the quality dimensions of a service?
    - The ability to perform the promised service in a reliable and accurate way
  • What is the responsiveness element about in the quality dimensions of a service?
    - The availability of the company to help customers and suppliers as fast as possible
  • What is the empathy element about in the quality dimensions of a service?
    - The individual attention offered by companies to their customers; capacity of workers to put themselves in their customers' shoes
  • What is the assurance element about in the quality dimensions of a service?
    - The knowledge and care shown by the workers and their ability to inspire trust and credibility, lack of hazards, risks or concerns
  • What does the model of service quality measurement (SERVQUAL) look like?
    Word of mouth, personal needs, past experience and external communications  ->  expected quality

    Quality dimensions: Tangible elements, assurance, reliability, empathy, responsiveness  ->> Expected quality and perceived quality

    Expected quality and perceived quality difference ->> Quality gap
  • Within the organisation it is necessary to talk about?
    - Quality costs
    - No-quality costs
  • What determines the quality costs
    - Prevention costs
    - Evaluation costs
  • What determines the no-quality costs
    - Internal errors
    - External errors
    - Tangibles
    - Intangibles
  • What are quality costs?
    Costs to achieve quality
    Identification of unknown costs of poor quality
    Improvement opportunities
    Explicit (quantifiable)
  • What are prevention costs?
    Try to avoid errors
    Prevent errors in R&D, purchasing, personnel and other aspects at the beginning and creation of a product or service and its commercialization
    (preventive, maintenance, training costs etc)
  • What are the evaluation or identification costs?
    Costs involved with the need to check the existing quality, to perform inspections, tests and other planned evaluations, done by the organization with the goal of determining whether the manufactured items, programs or services comply with the established requirements (inspection and controls, tests, etc)
  • What are non- quality costs?
    - Non-quality costs are generated because quality is not achieved
  • What are internal error costs
    - The costs associated with defects discovered before putting the product or service into the market
  • What are the external error costs
    - The costs associated with defects discovered after putting the product or service into the market
  • What are the tangible costs?
    Tangible costs are an objective calculation through cost imputation materials, personnel and others (costs of fixing the product, etc.)
  • What are intangible costs?
    Intangible costs are costs related to damage to image, loss of clients, unmotivated staff, etc.) They are the most serious because of their consequences and are difficult to measure
  • What are the relations between the costs for a correct product and the quality of conformance?
    - The costs for a correct product increase significantly when the optimal quality has been achieved.
    - In the beginning there exist only prevention and evaluation costs
    - Error costs decrease significantly after optimal product quality has been achieved.
    - Total costs are the lowest when optimal quality has been achieved
  • Phases in the philosophy of quality
    - middle ages-> craft guilds (no intermediaries)
    -17th century- international commerce
    - Industrial revolution -> new factories
    - Early 20th century -> Taylorism (statistical methods)- WW2 -> The west (inspection) vs Japan (prevention)

    Inspection from before 1900s till now
    Quality control from 1931 on
    Quality assurance from 1950 on
    Quality management from 1980s on
  • What is quality? (3)
    - Quality control or inspection (products- processes)
    - Quality assurance 
    - Total quality
  • What is the relation between Inspection, Quality control, Quality assure (systems), Quality management (people)?
    - Quality management (people) consists of the others
    - Flow from inspection to quality management (people)
  • What is Quality inspection or control?
    The inspection of final product.
    Error detection
    Compliance to requirements
    Little attention to customer or supplier
  • What involves Quality assurance?
    Defect prevention in manufacturing process
    Trust 
    Internal efficiency
    Quality system
    Compliance to customer expectations
    Supplier control
    Iso 9001
  • What involves total quality management?
    All processes increase customer satisfaction
    Continuous improvement
    Efficiency improvement
    Whole organization participates
    Customers and suppliers are basic
    ISO 9004, EFQM, Quality awards
  • The gurus of quality
    Difference between 
    - academia
    - practitioners
    Shewhart
    Feigenbaum
    Deming
    Juran
    Crosby
    Ishiwaka -> quality and control tools
  • Gurus of quality
    Shewhart; statistical techniques to industry (manufacturing), SPC
    Feigenbaum; originator of term TQC, quality is what the customer says it , ten benchmarks for total quality success (10)
    Deming; reduction in statistical variation, quality is in terms of conformance, design, sales and service function. Change in organizational culture PDCA or shewharts cycle or continuous improvement cycle, demins 14 point for management
  • What aspects are involved in the PDCA cycle
    Plan: Identify problem, develop improvement plan
    Do: Implement plan
    Check: does it work
    Act: Institutionalize improvement
  • Joseph Juran
    Quality control
    Quality trilogy : quality planning, quality control and quality improvement
    Emphasizes the cost of quality
    Defines quality as fitness for purpose and use
  • What does the quality trilogy look like?
    Quality planning: Establish quality goals, identify customers, discover customer needs, develop product characteristics, develop process characteristics, establish process control, transfer to operations

    Quality control: Choose control elements, choose measurement units, establish goals, create a sensor, measure real performance, interpret difference, take action on difference

    Quality improvement: prove the need, identify projects, organize project teams, diagnose causes, provide remedies, prove that remedies are effective, manage resistance to change, control to maintain gains
  • Juran's method for quality improvement
    1) build awareness of the need and the opportunity for improvement
    2) set goals for improvement
    3) organize to reach the goals
    4) provide training
    5) carry out projects to solve problems
    6) report progress
    7) give recognition
    8) communicate results
    9) Keep score
    10) maintain momentum by making annual improvement part of the regular         system and process of the company
  • Philip crosby
    Adresses given to top management
    4 principles of quality management:
    - Quality is defined as conformance to requirements
    - The system for achieving quality is prevention, not evaluation
    - The only performance standard is zero defects
    - The measurement of quality is cost of quality
  • Crosby's 14 step quality improvement plan
    1) management commitment
    2) quality improvement team
    3) quality measurement
    4) cost of quality evaluation
    5) quality awareness
    6) corrective action
    7) establish and ad hoc committee for the zero defects program
    8) supervisor training
    9) zero defects day
    10) goal setting
    11) error- cause removal
    12) recognition
    13) quality councils
    14) Do it over again
Read the full summary
This summary. +380.000 other summaries. A unique study tool. A rehearsal system for this summary. Studycoaching with videos.

Latest added flashcards

What does the audit consist of? 
Objective; process, product, system
Field; internal (1st party), external; clients (2nd party), certification body (3rd party)
What are the relations between the costs for a correct product and the quality of conformance?
- The costs for a correct product increase significantly when the optimal quality has been achieved.
- In the beginning there exist only prevention and evaluation costs
- Error costs decrease significantly after optimal product quality has been achieved.
- Total costs are the lowest when optimal quality has been achieved
What is the Quality definition and what aspects does it involve?
- Quality is about satisfying customer needs and expectations

It is about the compliance with customers desired characteristics/ absence of defects in the product/service

Satisfying customer needs and expectations/ fair price or minimum cost

on the one hand; Expected required, latent quality
on the other hand; Internal and external customers
ISO 9001; 14001 
Label and certificate can be used
ISO 19011 (2011)
Guidelines auditing management system
ISO 14004
General guidelines or principles systems and technical support
ISO 14001
Requirements with guidance for use -> PDCA
ISO 10004
Measurement monitoring customer satisfaction
ISO 10003
Guidelines for dispute resolution external to organization
ISO 10002
Guidelines for complaint handling in organization