MAR 3203 Exam 3 UCF sent in chat

Prevention cost

incurred to prevent or avoid quality problems; design, implementation, maintenance

Examples of prevention costs

product or service requirements, quality planning, quality assurance, training

Appraisal costs

associated with measuring and monitoring activities related to quality; suppliers & customers evaluation of purchased materials, processes, products and services

Examples of appraisal costs

verification, quality audits, supplier rating, cost to maintain instruments and equipment

internal failure costs

incurred to remedy defects discovered before the product or service is delivered to the customer

examples of internal failure costs

wastes, scrap, rework or rectification, downgrading

external failure cost

incurred to remedy defects discovered by the customers

examples of external failure costs

repairs and servicing, warranty claims, complaints, returns, product liability costs

Define quality

the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs

Quality is based off of 3 things:

User based - better performance, more features

Manufacturing based - conformance to standards, making it right the first time

Product based - specific and measurable attributes

Implications of quality

companys reputation, product liability, global implications

Total Quality Management (TQM)

a management philosophy that focuses on satisfying customers through empowering employees to be an active part of continuous quality improvement

Taguchi Concepts

Quality robustness

Quality loss function

Target-oriented quality

Shewhart's PDCA Model

1. Plan

2. Do

3. Check

4. Act

repeat

TQM Tools for Generating Ideas

check sheet

scatter diagram

cause and effect diagram

TQM Tools for Organizing Data

Pareto chart, flowcharts

TQM Tools for Identifying Problems

histogram, statistical process control chart

TQM in Services

- Service quality is more difficult to measure than the quality of goods

- Service quality perceptions based on

1. Intangible differences between products

2. Intangible expectations customers have of those products

Statistical Process Control (SPC)

provides a statistical signal when assignable causes of variation are present

5Ms

materials

methods

manpower

machinery

mother nature

process cabability

measures the relationship between the natural variation of the process and the design specifications

Lean Operations is made up of 3 things

Eliminate waste

Remove variability

Improve throughput

Categories of wastes

overproduction, queues, transportation, inventory, motion, over processing, defective products

Variability

any deviation from the optimum process

Throughput

the rate at which units move through a process

Pull system

increases throughput; pull materials in small loads; inventory cushion removed emphasizing continual improvement

Lean and Just-In-Time

materials arrive when they are needed only when they are needed;

meaningful buyer/supplier relationships

JIT supplies:

few vendors, supportive supplier relationships, quick delivery times

JIT layout:

work-cells, flexible machinery, organizaed, reduces space for inventory

JIT Inventory

small lot sizes

JIT scheduling

zero deviation from schedule

JIT preventative maintenance

scheduled daily

JIT employee empowerment

empower cross trained employees

JIT commitment

support of management, employees and suppliers

Competitive advantage means

faster response to customer at lower cost and higher quality

Supplier partnerships exist when

a supplier and purchaser work together to remove waste and drive down costs

Lean & the Toyota Production System

-Continuous improvement

-respect for people

-empower employees

-completely specified work as to content, sequences timing & outcome

-internal/external customer supplier connects are direct

-material/service flows must be simple and directly linked to the people or machinery involved

-process improvement must be made in accordance w the scientific method at lowest possible level of org.

Jidoka

stop production because of defect right away, uses human intelligence and technology to stop problems when it happens

- Dual focus- education/training and responsiveness of system problems

Lean in Services

- understanding the customer and their expectations

- open communication/ respect

- Gemba walks

Lean in services example

Restaurant:

- Suppliers-spoilage of food

- Layout-kitchen layout

- Inventory-minimize

- Scheduling-employees