What is Garvins five perspectives on Quality Conecpt?
- Product-based: Quantifiable and measurable characteristics/attributes
- User-based: Fitness for intended use
- Value-based: Quality vs Price
- Manufacturing-based: Conformance to specifications__
- Transcendant-based: Excellence, “In the eyes of the beholder”
What are Garvins 8 dimensions of Quality?
Strategic implications:
Pursue a qualititive niche to distinguish yourself from the competitors >
Identify customer needs >
Use relevant dimensions of Quality
What are the four phases in the evoultion of Quality Management?
Explain Dean & Bowens principles, practices and techniques to QM
Explain each area of the Cornerstone Model, why is it an important part of quality management?
What are some methods for continous improvement?
PDSA: > Plan > Do > Study > Act >
DMAIC
- *D**efine: Understand the task
- *M**easure: Execute approriate data collection
- *A**nalyze: Find root causes
Improve: Create & implement solutions
Control: Ensure that results last
What is the purpose of audits and which types of audits are there?
Purpose:
- Indicate conformity/nonconformity to legal or other requirements
- Maintain certificates
- Identify opportunity for improvements
Types:
1st party audit: Done by internal auditors
2nd party audit: done by customers
3rd party audit. done by certification bodies
What is a management system (MS)? What are the benefits from an effective MS? What are the basic foundations (principles) for a MS?
Definition (one of many)
A quality management system is a system that enables the objectives set out in the quality policy to be accomplish.
Benefits
- More effecient use of resources and improved financial performance
- Improved risk management, protection of people and environment
- Increased capability to deliver and improved services and products
Basic foundations
- Customer focus
- Leadership
- Engagement of people
- Process approach
- Improvement
- Evidence-based decision making
- Relationship management
