Managing Quality in Operations Management

This set of flashcards covers key vocabulary and concepts related to managing quality in operations management, including various dimensions of quality, quality management methods, and statistical process control.

Dimensions of Quality

Factors that define the quality of a product or service, including performance, aesthetics, special features, conformance, reliability, durability, serviceability, and perceived quality.

Types of Quality

Three main categories of quality: quality of design, quality of conformance, and quality of performance.

Craft Production

A system where a single worker made a product from start to finish, maintaining quality control over the entire process.

Mass Production

A manufacturing system where a worker produces only a small part of a product, leading to a loss of control over quality.

Quality Control

A method aimed at regaining control of quality lost with mass production, using statistical process control to manage process variation.

Quality Assurance

A philosophy that emphasizes designing quality into products and services, promoting prevention of defects through systematic methods.

Costs of Quality

Costs categorized into prevention costs, appraisal costs, internal failure costs, and external failure costs, representing the financial impact of quality management.

Total Quality Management (TQM)

A management philosophy that involves all employees in improving quality and achieving customer satisfaction through continuous improvement.

Statistical Process Control (SPC)

A method of monitoring quality of conformance by measuring variability within a production process to ensure it remains within acceptable limits.

Control Charts

Graphical tools used in SPC to plot sample statistics over time, allowing for the distinction between random and nonrandom variability.

Acceptance Sampling

A statistical quality control method where a random sample is tested to determine whether to accept or reject the entire batch based on the sample results.

Pareto Analysis

A technique that identifies the most significant factors contributing to a problem, guiding efforts towards the most impactful solutions.

Cause and Effect Diagram

A tool for identifying and organizing potential causes of a problem, often depicted in a 'fishbone' format to facilitate analysis.

Scatter Diagram

A graphical representation showing the relationship between two variables to identify potential correlations.

Run Test

A method for detecting patterns in data sequences to determine if a process is stable or out of control.

Type I Error

The risk of rejecting a true null hypothesis in hypothesis testing, often referred to as a 'false positive'.

Type II Error

The risk of accepting a false null hypothesis in hypothesis testing, often referred to as a 'false negative'.

Histogram

A graphical representation of data distribution, used to visualize the frequency of different outcomes in a dataset.

Failure Costs

Expenses associated with the failure of products or services to meet quality standards, including internal and external failure costs.

Statistical Methods

Quantitative methods used in quality management to analyze and interpret data related to processes and outcomes.

Benchmarking

A process of comparing business processes and performance metrics to industry bests or best practices to identify areas for improvement.