MAR 3203 UCF EXAM 3 LATEST
VERSION
Prevention cost - ANSWER incurred to prevent or avoid quality problems;
design, implementation, maintenance
Examples of prevention costs - ANSWER product or service requirements,
quality planning, quality assurance, training
Appraisal costs - ANSWER associated with measuring and monitoring
activities related to quality; suppliers & customers evaluation of purchased
materials, processes, products and services
Examples of appraisal costs - ANSWER verification, quality audits, supplier
rating, cost to maintain instruments and equipment
internal failure costs - ANSWER incurred to remedy defects discovered before
the product or service is delivered to the customer
examples of internal failure costs - ANSWER wastes, scrap, rework or
rectification, downgrading
external failure cost - ANSWER incurred to remedy defects discovered by the
customers
examples of external failure costs - ANSWER repairs and servicing, warranty
claims, complaints, returns, product liability costs
Define quality - ANSWER 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: - ANSWER 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 - ANSWER companys reputation, product liability,
global implications
Total Quality Management (TQM) - ANSWER a management philosophy that
focuses on satisfying customers through empowering employees to be an active
part of continuous quality improvement
Taguchi Concepts - ANSWER Quality robustness
Quality loss function
Target-oriented quality
Shewhart's PDCA Model - ANSWER 1. Plan
2. Do
3. Check
4. Act
repeat
TQM Tools for Generating Ideas - ANSWER check sheet
scatter diagram
cause and effect diagram
TQM Tools for Organizing Data - ANSWER Pareto chart, flowcharts
TQM Tools for Identifying Problems - ANSWER histogram, statistical process
control chart
TQM in Services - ANSWER - Service quality is more difficult to measure
than the quality of goods
VERSION
Prevention cost - ANSWER incurred to prevent or avoid quality problems;
design, implementation, maintenance
Examples of prevention costs - ANSWER product or service requirements,
quality planning, quality assurance, training
Appraisal costs - ANSWER associated with measuring and monitoring
activities related to quality; suppliers & customers evaluation of purchased
materials, processes, products and services
Examples of appraisal costs - ANSWER verification, quality audits, supplier
rating, cost to maintain instruments and equipment
internal failure costs - ANSWER incurred to remedy defects discovered before
the product or service is delivered to the customer
examples of internal failure costs - ANSWER wastes, scrap, rework or
rectification, downgrading
external failure cost - ANSWER incurred to remedy defects discovered by the
customers
examples of external failure costs - ANSWER repairs and servicing, warranty
claims, complaints, returns, product liability costs
Define quality - ANSWER 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: - ANSWER 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 - ANSWER companys reputation, product liability,
global implications
Total Quality Management (TQM) - ANSWER a management philosophy that
focuses on satisfying customers through empowering employees to be an active
part of continuous quality improvement
Taguchi Concepts - ANSWER Quality robustness
Quality loss function
Target-oriented quality
Shewhart's PDCA Model - ANSWER 1. Plan
2. Do
3. Check
4. Act
repeat
TQM Tools for Generating Ideas - ANSWER check sheet
scatter diagram
cause and effect diagram
TQM Tools for Organizing Data - ANSWER Pareto chart, flowcharts
TQM Tools for Identifying Problems - ANSWER histogram, statistical process
control chart
TQM in Services - ANSWER - Service quality is more difficult to measure
than the quality of goods
