Please enable JavaScript.
Coggle requires JavaScript to display documents.
What is Quality? The degree to which requirements are fulfilled and met.,…
What is Quality?
The degree to which requirements are fulfilled and met.
Requirements
Customer needs and expectations.
Regulations/required rules
Brand standards and company expectations
CTQs
Critical factors that affect quality
Measurable characteristics that influence customer satisfaction
CTQs are usually internal factors that affect customer results.
CTQ Tree
Customer needs start with what the customer wants.
Quality Drivers break the need into specific factors
Requirements turn drivers into measurable goals
Validate to make sure requirements are realistic and will satisfy customers.
Quality and Six Sigma
Reduce Defects (fewer errors and failures), improve process (focus on the factors that matter most), and use data & metrics (measure CTQs to determine performance)
Cost of Quality
CoQ = CoPQ + Prevention Costs + Appraisal Costs
Cost of poor quality (internal failures: rework, scrap, repairs, delays)
(external failures: returns, warranties, complaints, lost sales)
CoPQ (cost of poor quality) = External Failure + Internal failure
Cost of Good quality
(prevention: stops defects before they happen)
(appraisal: check and measure quality)
Six Sigma goals - to build quality into the process itself.
Fewer defects and Lower costs
Better customer satisfaction
Chapter 8 Mind Map
