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Chapter 8: Quality - Coggle Diagram
Chapter 8: Quality
CTQs
Factors or parameters that are the major drivers of quality
They are critical to narrowing work scope
understanding how to enact change
tree begins with customer needs, breaks that need into drivers, and uses the drivers to create requirements
Managing Costs of Quality
Employees are able to support and mange higher quality
In process quality more effective than post- process or over- process prevention and appraisal methods
Earlier detection when errors do occur
Questions to ask if unnecessary form of prevention or appraisal
Does it reduce process time?
Does it increase costs?
Does the activity add value to the output?
CoPQ
Costs associated with external failures
Directly associated with customer
Costs associated with internal failures
Handled by scrapping , redoing, repairing the work
CoPQ= External Failure Costs + Internal Failure Costs
Scrape, reprocessing, warranty claims, customer returns, extra shopping
Loss of customer loyalty
Loss of employees
Conflicts
Loss of morale
Higher administrative costs
Identify Critical-to- Customer Needs
ask customers for feedback
Drivers are a transition point between customer needs and requirements
Prevention Costs