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Cheat Sheet

This document discusses key concepts and principles related to quality management. It defines quality as meeting customer expectations through features, performance, reliability and conformance. It discusses the history and evolution of quality assurance from ancient times to modern approaches like Six Sigma. Key aspects of quality in manufacturing and services are outlined. Principles of quality management, process approach, Deming's 14 points, and common quality measurements are summarized. Prominent quality thinkers like Deming, Juran and Crosby are introduced along with methodologies like DMAIC and standards like ISO 9000.

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Hazqeel Shahid
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796 views2 pages

Cheat Sheet

This document discusses key concepts and principles related to quality management. It defines quality as meeting customer expectations through features, performance, reliability and conformance. It discusses the history and evolution of quality assurance from ancient times to modern approaches like Six Sigma. Key aspects of quality in manufacturing and services are outlined. Principles of quality management, process approach, Deming's 14 points, and common quality measurements are summarized. Prominent quality thinkers like Deming, Juran and Crosby are introduced along with methodologies like DMAIC and standards like ISO 9000.

Uploaded by

Hazqeel Shahid
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Quality: the totality of features and characteristics of a product or service that bears on its ability

to satisfy given needs. - Fitness for use, - meeting or exceeding customer expectations, -
conformance to specifications. Performance Excellence: an integrated approach to
organizational performance management that results in: -Delivery of ever-improving value to
customers and stakeholders, contributing to org sustainability. - Improvement of overall org
effectiveness and capabilities, and organizational and personal learning. History of Quality
Assurance: Quality assurance in ancient china, Emergence of quality management in service
industries, government, healthcare, education, and nonprofits. Evolution of six sigma. Quality in
Manufacturing: Performance – primary operating characteristics . Features –“bells and
whistles”. Reliability – probability of operating for specific time and conditions of use.
Conformance – degree to which characteristics match standards. Durability –  amount of use
before deterioration or replacement. Serviceability – speed, courtesy, and competence of repair.
Aesthetics – look, feel, sound, taste, smell. Quality in Service: Time – how much time must a
customer wait?. Timeliness – will a service be performed when promised?. Completeness – Are
all items in the order included?. Courtesy – do frontline employees greet each customer
cheerfully?. Consistency – are services delivered in the same fashion for every customer, and
every time for the same customer?. Accessibility and convenience – is the service easy to obtain?
Quality management principles: Customer focus, Leadership, Involvement of People, Process
Approach, System Approach to Management, Continual Improvement, Factual Approach to
Decision Making, Mutually Beneficial Supplier Relationships. Process Approach: A process is
a sequence of activities that is intended to achieve some result. Deming 14 Points: 1) create and
publish a company mission statement and commit to it. 2) Learn the new philosophy. 3)
Understand the purpose of inspection. 4) End business process driven by price alone. 5)
Constantly improve the system of production and service. 6)Institute training. 7)Teach and
institute leadership. 8)drive our fear and create trust. 9)optimize team and individual efforts. 10)
Eliminate exhortation for the workforce. 11) Eliminate numerical quotas and M.B.O Focus on
improvement.12)Remove barriers that rob people of pride of workmanship 13) Encourage
education and self-improvement. 14) Take action to accomplish the transformation. Deming
Chain Reaction: Improve quality, Cost decrease, productivity improves, increase market share
with better quality and lower prices, stay in business, provide jobs and more jobs. Knowledge:
Knowledge is not possible without theory, Experience alone does not establish a theory, it only
describes. Psychology: People are motivated intrinsically and extrinsically; intrinsic motivation
is the most powerful, Fear is demotivation, Managers should develop pride and joy in work. Six
Sigma: A business improvement approach that seeks to find and eliminate causes of defects and
errors in manufacturing and service processes by focusing on output that are critical to customers
and a clear financial return for the organization. Benefits of ISO 9000: It provides discipline, It
contains the basics of a good quality system, It offers a marketing program. Juran Quality
Trilogy: Quality planning, Quality Control, Quality improvement. Crosby Philosophy: Quality
is free-  Quality is free, It’s not a gift, but it is free. Objectives of ISO: Achieve, maintain, and
continually improve product quality, Improve quality of operation to continually meet customers
and stakeholders needs. Common Quality Measurements: A unit of work is the output of a
process or an individual process step. A nonconformance is any defect or error associated with a
unit of work. A nonconforming unit of work is one that has one or more defects or errors.
Charts for Attributes: A nonconformance (defect, error) is a single nonconforming quality
characteristic of a unit of work. If a unit of work has one or more nonconformances, we term the
entire unit nonconforming. (Proportion nonconforming vs NPU). Defects: Critical, Major,
Minor. Errors in Manual Inspection: Complexity, Defect rate, Inspection rate. The Deming
Cycle: Plan, Do, Study, Act. DMAIC Methodology: Define, Measure, Analyze, Improve,
Control. Six Sigma: a business improvement approach that seeks to find and eliminate causes of
defects and errors in manufacturing and service processes by focusing on outputs that are critical
to customers and a clear financial return for the organization. A Pareto distribution is one in
which the characteristics observed are ordered from largest frequency to smallest.

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