MGT 302- Exam #2 Study Guide

MGT 302- Exam #2 Study Guide - MGT 302- Exam #2 Study Guide...

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MGT 302- Exam #2 Study Guide Chapter 6- Quality Management and 6 Sigma Six sigma : highly disciplined process that helps us focus on developing and delivering near-perfect products and services. Measures how far a given process deviates from perfection 1. critical to quality 2. defect 3. process capability 4. variation 5. stable operations 6. design for 6 sigma total quality management : managing the entire organization so that it excels on all dimensions of products and services that are important to the customer. 1. careful design of the product/service 2. ensuring that the organizations systems can consistently produce the design a. Baldrige Quality award Malcolm Baldrige National Quality Award : 1987, to help companies review and structure their quality programs Design quality: inherent value of the product in the market place, making it a strategic decision for the firm Conformance quality : degree to which the product or service design specifications are met, day to day nature. Quality at the source : person who does the work takes responsibility for making sure that his/her output meets specifications. Dimensions of quality : service deals with time, product deals with output Cost of quality: COQ: all costs attributable to the production of quality that is not 100% perfect, costs that are the difference between what can be expected from excellent performance and the current costs that exist 1. failures are caused 2. prevention is cheaper 3. performance can be measured 4. external and internal failure costs ISO9000-international measure for Quality Control 1. customer focus 2. leadership 3. involvement of people 4. process approach 5. system approach to management 6. continual improvement 7. factual approach to decision making 8. mutually beneficial supplier relation ISO14000-environmental management 1. quality of air, water and soil 2. defining requirements of environmental management system with monitoring
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tools 3. inclusion of environment aspects in product design and development of environment friendly products and services. Defects per million opportunities (DPMO) 1. unit 2. defect 3. opportunity DPMO = NUMBER OF DEFECTS (#ofOPPORTUNITIESforERRORperUNIT*#ofUNITS) X 1000 DMAIC : define, measure, analyze, improve and control. (dumb managers always ignore customers) pg 142 diagram Failure mode and effect analysis: identify, estimate, prioritize and evaluate risk of potential failures at each stage of the process Design of experiments : DOE: multivariable testing, statistical methodology used for determining cause and effect relationship between the variables. Permits experimentation with many variables simultaneously through careful selecting a subset of them Assignable variation : variation caused by factors that can be clearly identified and possibly managed Common variation : variation that is inherent in the process itself Upper and lower specification limits: design limits Capability index: shows how well the parts being produced fit into the range specified by
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This note was uploaded on 11/15/2011 for the course MGT 302 taught by Professor Baker during the Fall '09 term at Miami University.

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MGT 302- Exam #2 Study Guide - MGT 302- Exam #2 Study Guide...

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