Rizki Sirois 103422978
1) Deming, Juran and Feigenbaum all agree the importance of quality management. Though all have different guidelines to achieving such quality levels, we can accept that all three have agreed on a particular aspect. Deming believed that management of system for improving quality lies in the management section. To strive for the top quality, management must take action to find opportunities for quality improvement. This can relate to Juran's philosophy which focuses on: planning, control, and improvement. Management must plan the proper methods to identify external customers and their needs. Control is used in the operating forces to make sure the ...view middle of the document...
Quality assurance is the supervision of quality levels of the product, ensuring that services are maintained and well managed as well as a healthy supply chain from supplier to customers.
Quality control and improvement is responsible for the management and improvement of the output product or service. They must ensure that all products and services meet requirements and improved for future use.
1-14. Both internal and external failure costs are important when encountering a problem with a product. In my opinion, external costs would be slightly more important than internal failure costs. Firstly, external costs occur when the product does not perform satisfactorily after it is delivered to the customer. These costs include; complaint adjustment, returned product/material warranty charges, liability costs and indirect costs. I believe this is more important that internal failure costs because the supplier is now dealing with the customers themselves and not only the internal operations. Business reputation, market share and future business will be in jeopardy if the product does not meet customer standards. The cost for covering warranty and refund, as well as having to recall products would cost a lot because if the problem of the product is discovered, the supplier must now look into its supply chain, product development and quality process to fix the problem for future products. This is attached to the internal failure costs because the supplier, on top of the external costs, must pay internal costs in retesting, reworking and checking for failure analysis on the product.
3) SIPOC is an acronym for Suppliers, Input, Process, Output and Customers. A SIPOC diagram is a high-level map of a process. It gives a simple overview of a process and are useful for understanding and visualizing basic process elements. Useful in the nonmanufacturing setting and in service systems (e.g; restaurants). In the Six Sigma DEFINE phase, a project charter should be present. A SIPOC diagram is a graphic aid which is used as a process map. With the aid of a SIPOC diagram, can help describe the project and its scope.
SIPOC Diagram of a restaurant that serves breakfast
Suppliers: Food and Drink Suppliers, Utility Company, Equipment Supplier (kitchen equipment),
Input: Food and drink, water, electricity and gas, plates & utensils
Process: 1. Collect materials, 2. Cook food, 3. Serve food to customer
Output: Hot, Taste, Correct order, Correct amount
4) There are a couple factors when considering to select Six Sigma projects. One factor is that we must make sure the project is able to be completed within a reasonable time frame. The other factor is to make sure that the project should have a real impact on key business metrics. What does this mean? This means that the project should not only add value or reduce costs for the company, but to have real impact and high payback.
5) 2-6. The KPIVs for a business that...