quality management (SOM ch 5)

Quality Management

The process of overseeing all activities and tasks needed to maintain a desired level of excellence in products and services.

Quality of Design

Determined during the product/service design phase, focusing on performance, features, reliability, and aesthetics.

Quality of Conformance

Ensures that the product/service meets design specifications, determined by the production process and consistency in manufacturing.

Prevention Costs

Proactive costs incurred to prevent defects before they occur, such as preventive maintenance and employee training.

Appraisal Costs

Detective costs related to detecting defects through inspections and testing, including raw material inspections and final product checks.

Internal Failure Costs

Reactive costs incurred when defects are found before delivery, including rework, scrap, and downtime.

External Failure Costs

Reactive costs incurred when defects are discovered after delivery, including warranty claims and customer dissatisfaction.

Total Quality Management (TQM)

A comprehensive approach focusing on continuous quality improvement with principles of customer focus, employee involvement, and continuous improvement.

Six Sigma

A data-driven methodology aimed at reducing defects and process variation, striving for no more than 3.4 defects per million opportunities.

DMAIC Framework

A structured problem-solving approach in Six Sigma consisting of Define, Measure, Analyze, Improve, and Control.

Control Charts

A tool used to monitor process variation over time, helping to detect unusual fluctuations in quality.

Pareto Chart

A tool that identifies the most significant causes of defects, based on the 80/20 rule: 80% of problems come from 20% of the causes.

Cause-and-Effect Diagram (Fishbone Diagram)

A visual tool that categorizes potential sources of defects to identify root causes.

Root Cause Analysis

A systematic approach to finding the underlying cause of defects, often using techniques like the 5 Whys.

Six Sigma Quality Standards

Theoretical goal of no more than 2 defects per billion opportunities; practical goal is 3.4 defects per million opportunities.

Continuous Improvement (Kaizen)

A philosophy that focuses on ongoing small improvements rather than large overhauls, aimed at identifying waste and inefficiencies.