MAR 3203 EXAM 3 CHAPTER 6,
s6, 16
Differentiation
Low cost
Response - ANSWER Managing quality creates successful strategies
of...
Sales gains & reduced costs - ANSWER two ways quality improves
profitability
sales gains - ANSWER improved response, flexible pricing, improved
reputation
reduced costs - ANSWER increased productivity, lower warranty, lower
rework & scrap costs
quality - ANSWER the totality of features and characteristics of a
product or service that bears on its ability to satisfy stated or implied
needs
user based quality - ANSWER "in the eye of the beholder"
manufacture based quality - ANSWER "making it right the first time"
product based quality - ANSWER precise and measurable variable
3 other reasons quality is important - ANSWER -company reputation
-product liability
-global implications
Total Quality Management (TQM) - ANSWER quality emphasis that
encompasses the entire organization, from supplier to customer
Continuous improvement - ANSWER PDCA (plan, act, do, check)
, Six Sigma - ANSWER a comprehensive system- a strategy, discipline,
and set of 7 tools, for achieving and sustaining business success
Six Sigma statistical sense - ANSWER describes a process, product, or
service with extremely high capability
Six Sigma program - ANSWER designed to reduce defects to help
lower costs, save time, and improve customer satisfaction
DMAIC (Define, Measure, Analyze, Improve, Control) - ANSWER Six
Sigma improvement model
concepts for effective TQM - ANSWER 1. continuous improvement
2. Six Sigma
3. employee empowerment
4. benchmarking
5. just-in-time (JIT)
6. Taguchi concepts
7. knowledge of TQM tools
tools for generating ideas - ANSWER check sheet, scatter diagram,
cause-and-effect diagram
tools for organizing data - ANSWER pareto chart and flowchart
tools for identifying problems - ANSWER histogram, statistical process
control chart
keys to quality service (TQM) - ANSWER -designing the product
-managing the service process
-matching customer expectations to product
-preparing for the exceptions
statistical process control chart - ANSWER graphic presentations of
data over time that show upper and lower limits for the process we want
to control
new data can quickly be compared with past performance
s6, 16
Differentiation
Low cost
Response - ANSWER Managing quality creates successful strategies
of...
Sales gains & reduced costs - ANSWER two ways quality improves
profitability
sales gains - ANSWER improved response, flexible pricing, improved
reputation
reduced costs - ANSWER increased productivity, lower warranty, lower
rework & scrap costs
quality - ANSWER the totality of features and characteristics of a
product or service that bears on its ability to satisfy stated or implied
needs
user based quality - ANSWER "in the eye of the beholder"
manufacture based quality - ANSWER "making it right the first time"
product based quality - ANSWER precise and measurable variable
3 other reasons quality is important - ANSWER -company reputation
-product liability
-global implications
Total Quality Management (TQM) - ANSWER quality emphasis that
encompasses the entire organization, from supplier to customer
Continuous improvement - ANSWER PDCA (plan, act, do, check)
, Six Sigma - ANSWER a comprehensive system- a strategy, discipline,
and set of 7 tools, for achieving and sustaining business success
Six Sigma statistical sense - ANSWER describes a process, product, or
service with extremely high capability
Six Sigma program - ANSWER designed to reduce defects to help
lower costs, save time, and improve customer satisfaction
DMAIC (Define, Measure, Analyze, Improve, Control) - ANSWER Six
Sigma improvement model
concepts for effective TQM - ANSWER 1. continuous improvement
2. Six Sigma
3. employee empowerment
4. benchmarking
5. just-in-time (JIT)
6. Taguchi concepts
7. knowledge of TQM tools
tools for generating ideas - ANSWER check sheet, scatter diagram,
cause-and-effect diagram
tools for organizing data - ANSWER pareto chart and flowchart
tools for identifying problems - ANSWER histogram, statistical process
control chart
keys to quality service (TQM) - ANSWER -designing the product
-managing the service process
-matching customer expectations to product
-preparing for the exceptions
statistical process control chart - ANSWER graphic presentations of
data over time that show upper and lower limits for the process we want
to control
new data can quickly be compared with past performance
