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Managing Quality, Six sigma, Service Recovery Strategy, Services Quality,…

- - - - Company reputation
        
        Perception of new products
        
        Employment practices
        
        Supplier relation
      - Product liability
        
        Reduce risk
      - Global implication
        
        Improved ability to compete
    - - Prevention cost
        
        Reducing the potential for defects
      - Appraisal cost
        
        Evaluating products, parts and services
      - Internal failure cost
        
        Producing defective parts or service before delivery
      - External failure cost
        
        Defects discovered after delivery
- - - - Poka yoke
      - Checklist
  - - - Items are good or bad, acceptable or unacceptable
    - - Measure dimensions such as weight, speed, height or strenght
- - - - A program designed to reduce defects, lower cost, save time and improve customer satisfaction
      - Comprehensive system for achieving and sustaining business success
    - - Never ending process of continuous improvement that covers people, equipment, supplier, materials and procedure.
        
        Every operation can be improved
    - - selecting best practices to uses as a standard for performance
        
        Internal benchmarking
        
        When the organization is large enough
        
        Data more accessible
        
        Can and should be established in a
        variety of areas
    - - Design to produce or deliver goods just as they are needed.
        
        a. JIT cuts the cost of quality
        
        b. JIT improves quality
        
        c. Better quality means less inventory and better, easier to emply JOT system
    - - Engineering and experimental design
        method to improve product and
        process design
        
        Taguchi concept
        
        Quality robustness
        
        Target-oriented quality
        
        Quality loss function
    - - Tools for identifying problems
        
        Histogram
        
        Statistical Process Control Chart
        
        7 tools of TQM
        
        Check Sheet
        
        Scatter Diagram
        
        Cause and Effect Diagram
        
        Pareto Chart
        
        Flowchart (Process Diagram)
        
        Histogram
        
        Statistical Control Chart
- - - - Top management leadership
      - Customer satisfaction
      - Continual improvement
      - Involvement of people
      - Process analysis
      - Use of data driven decision making
      - A system approach to management
      - Mutually beneficial supplier relationships