Exam (elaborations)
MAR 3203 EXAM 3 CHAPTER 6, s6, 16
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MAR 3203 EXAM 3 CHAPTER 6, s6, 16...
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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
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