The case is based on an insurance service company which traced back to 1994. The company was facing problems in controlling and improving service quality and operation performance. This essay will stress on introducing the SPC (statistical process control) to DAV and providing suggestions on improving both the SPC and the company’s operation performance. The five questions required are covered and allocated into different parts of the essay. DAV: Situations and Problems 1. Background Information
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1. Reducing consumer choices makes service more efficient. TRUE 2. Product failures can be easier to remedy with modular design. TRUE 3. A service blueprint is quite similar to an architectural drawing. TRUE 4. Applied research is the major R&D effort of business organizations because of the desire for commercial application. TRUE 5. Life-cycle assessment involves incorporating where the product or service is in its life-cycle into system-design decision-making
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and understand how quality relates to various aspects of information technology projects Describe quality planning and its relationship to project scope management Discuss the importance of quality assurance Explain the main outputs of the quality control process The Importance of Project Quality Management 3 Crucial element of a good system/product/service etc. Contribute to company reputation Applicable to human‚ product‚ knowledge‚ services etc. IT Quality uncheck!
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Chapter 10 (Unit 8): Quality Control Learning Objective: * Learning Objectives: 1. List and briefly explain the elements in the control process 2. Explain how control charts are used to monitor a process‚ and the concepts that underlie their use 3. Use and interpret control charts 4. Perform run tests to check for nonrandomness in process output 5. Assess process capability * What is Quality Control? 6. A process that evaluates output relative to
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improvement phase of the project. Statistical Process Control is an effective method of monitoring a process through the use of control charts. It would involve using Statistical techniques to measure and analyze the variation in processes. It can detect the presence of special causes of variation. To make a chart‚ you first have to study the process and find out how what sort of results to expect. Plotting ongoing results of the process on the chart can alert you to changes that could signal problems
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process X XX X X X XX Figure 5.3 – Six-Sigma Approach Focuses on Reducing Spread and Centering the Process Copyright © 2010 Pearson Education‚ Inc. Publishing as Prentice Hall. 5–7 Six Sigma Improvement Model Define Measure Analyze Improve Control Figure 5.4 – Six Sigma Improvement Model Copyright © 2010 Pearson Education‚ Inc. Publishing as Prentice Hall. 5–8 Acceptance Sampling Application of statistical techniques Acceptable quality level (AQL) Linked through supply chains Copyright
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Chapter (1) Definition of Quality: The quality of a product (article or service) is its ability to satisfy or exceed customers’ needs and expectations. “Bergman and Klefsjö” Customers are: those we want to produce value/s to. Quality Dimensions: 8-Quality dimensions of a good: (Pressed Factory) 1- Performance: such as speed‚ capacity‚ useful life‚ size. 2- Reliability: Is a measure of how often problems occur and how serious they are. 3- Environmental Impact: A measure
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Polaroid Case Objectives * Introduces the construction and use of statistical process control (SPC) charts and an understanding of the relationship between SPC and conformance quality. * Creating the strategy and implementation steps for transforming an operation from inspection-based to one that relies on statistically controlled process. * Understanding the complex human and organizational problems that occur when the basic operating philosophy is changed. * Applying quality
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1. Introduction Statistical process control refers to a statistical method used to separate variation produced b y special causes and varation produced by natural causes. This is done so that it is possible to eliminate the special causes and to establish and maintain consistency in the process‚ allowing the process to be improved. A Process refers to everything that is done in a workplace. Multiple factors affect these processes and they are usually refered to as the Five M’s. The Five M’s
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80% of clothing 20% of the time b. Can be drawn as a bar graph then draw a fishbone to see what the problems were and why (cause and effect) – best chart to use visually 3. 5 Why’s a. Why? – Late to work‚ Why? – Ran out of Gas‚ Why? - Didn’t have any money‚ Why? - I lost playing poker‚ Why? - They kept calling my bluff 4. SIPOC – Flow Chart a. b. PB&J Example i. PBJ = Process ii. Inputs = white bread‚ PB‚ Jelly‚ Knife iii. Suppliers = wonder‚ jiff‚ smuckers‚ blm knife iv. Outputs =
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