WGU C215 Study Guide - FINAL

WGU C215- Operations Management Chapter 5-6 Leave the first rating Students also studied Terms in this set (81) Social SciencesBusinessBusiness management Save WGU C215 Study Guide - FINAL 218 terms kenneth4831Preview WGU C215 Operations Management...130 terms Mitch_Somerville Preview

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64 terms laur Practice questions for this set Learn1 / 7Study using Learn The ability of a production process to meet or exceed present Total Quality Management (TQM)An integrated effort design to improve quality performance at every level of the organization.Customer-defined qualityThe meaning of quality as defined by the customer.Conformance to specificationsHow will a product or service meets the targets and tolerance is determined by its designers.Choose an answer 1Control limit2Process capability 3Reliability4Quality at the source Don't know?

fitness for useA definition of quality that evaluates have all the product performs for its intended use.Value for price paidQuality to find in terms of product or service usefulness for the price paid.Support ServicesQuality defined in terms of the support provided after the product or service is purchase.Psychological criteriaA way of defining quality that focuses on judge mental valuations of what constitutes product or service excellence.Prevention CostsCost incurred in the process of preventing poor quality from occurring.appraisal costsCosts incurred in the process of uncovering defects.Internal failure costsCosts associated with discovering poor product quality before the product reaches the customer.external failure costsCost associated with quality problems that occur at the customer site Walter A. ShewartWas a statistician at the labs during the 1920s and 30s his main contributions were two understanding of process variability and developed the concept of statistical control charts.

• Edwards DemingIs often referred to as the father of quality control his main contributions are:

stressed managements responsibility for quality, developed 14 points to guide companies in quality improvement.Joseph M. JuranIs considered to have the greatest impact on quality management he defined quality as fitness for use, and developed concept of cost of quality.Armand FeigenbaumIntroduced concept of total quality control Philip CrosbyCoined the phrase quality is free and introduce concept of zero defects.Kaoru IshikawaDeveloped a cause and affect diagrams and identified concept of internal customer.Genichi TaguchiFocused on product design quality. Developed Taguchi loss function.Robust DesignA design that results in a product that can perform over a wide range of conditions.Taguchi Loss FunctionCosts of quality increase as a quadratic function as conformance values move away from the target continuous improvementA philosophy of never ending improvement

Concepts of the total quality management philosophy Customer focus, continuous improvement, employee empowerment, use of quality tools, product design, process management and managing supplier quality Customer FocusGoal to identify and meet customer needs Employee EmpowermentEmployees are expected to seek out, identify, and correct quality problems.Use of quality toolsOngoing employee training in the use of quality tools product designProducts need to be designed to meet customer expectation Process ManagementQualities should be built into the process; sources of quality problems should be identified and corrected Managing Supplier QualityQuality concepts must extend to a company's suppliers.KaizenA Japanese term that describes the notion of a company continually striving to better through learning and problem-solving.Plan-do-study-act (PDSA) cycleA diagram that describes the activities that need to be performed to incorporate continuous improvement into the operation.BenchmarkingStudying the business practices of other companies for purposes of comparison.Quality Circles (QC)A team of volunteers production employees and their supervisors who meet regularly to self quality problems.cause and effect diagramA chart that identifies potential causes of particular quality problems. They are often referred to as a Fishbone diagram because they look like the bones of a fish the head of the fish is the quality problems such as damaged zipper on a Garmin or broken valves on a tire.Flow Chart (process map)A schematic of the sequence of steps involved in an operational process. It provides a visual tool that is easy to use and understand. I seen the steps involved in an operation or process, everyone develops a clear picture of how the operation works and where problems could arise.ChecklistA list of common defects and the number of observed occurrences of these defects. It is a simple yet effective fact-finding tool that allows the worker to collect specific information regarding the defects observed.Control chartsCharts used to evaluate whether a process is operating within set expectations.When a product or process is operating within expectations we say that it is "in control".Scatter diagramsGraphs that show how to variables are related to each other

Pareto AnalysisA technique used to identify quality problems based on their degree of importance it is a chart that ranks the causes of poor quality in decreasing order based on the percentage of defects each has caused.HistogramA chart that shows the frequency distribution of observed values of a variable Quality Function Deployment (QFD)A tool used to translate the preferences of the customer into specific technical ReliabilityThe probability that a product service or part will perform as intended.Quality at the sourceThe belief that it is best to uncover the source of quality problems and eliminate it.Malcolm Baldrige National Quality AwardAn award established by the U.S. Department of Commerce given annually to companies that excel in quality.Malcolm Baldrige national quality award criteria Leadership categories, strategic planning, customer in market focus, information and analysis, human resources focus, project management, and business results.Deming prizeA Japanese award given to companies to recognize efforts in quality improvement.ISO 9000A set of international quality standards and a certification demos demonstrating that companies have met all the standards specified.ISO 14000A set of international standards in a certification focusing on a companies environmental responsibility Acceptable Quality Level (AQL)The small percentage of defects that consumers are willing to except Acceptance SamplingThe process of randomly inspecting a sample of goods and deciding whether to except the entire lot based on the results.Assignable causes of variationCauses that can be identified and eliminated AttributesA product characteristic that has a discrete value and can be counted Average ongoing qualityThe expected proportion of defective items that will be passed to the consumer under the sampling plan.C- ChartA control chart used to monitor the number of defects per unit.CommonRandom causes that cannot be identified.Consumers riskThe chance of excepting a lot that contains a greater number of defects then be LTPD limit.Control ChartA graph that shows whether a sample of data falls within the common or normal range of variation.