9,10 Quality Quality Control Ch. 9 Homework; 1, Add1

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9,10 Quality Quality Control Ch. 9 Homework; 1, Add1 Ch. 10 Homework; 4, 20, 26a, Add1

Chapter 9, Additional Homework 1 Smith, Schroeder, and Torn (SST) is a short-haul household furniture moving company. SST’s labor force, selected from the local community college football team, is temporary and part-time. SST is concerned with recent complaints/problems, as tabulated on the following tally sheet. Complaint/Problem Tally A – Broken Glass 13 B – Delivered to wrong address 9 C – Furniture rubbed together while on truck 20 D – Late delivery 4 E – Late arrival for pickup 18 F – Missing items 26 G – Nicks and scratches from handling 10 H – Soiled upholstery 8 Develop a histogram and a Pareto chart to identify the most serious moving problems.

Chapter 10, Additional Homework 1 Five samples of light bulbs, each with four observations/bulbs, were taken from a manufacturing plant. The production manager is concerned that there may be a problem in the manufacturing process. The bulbs are specified to last 600 + 30 hours. Using the data shown below, develop control charts to decide if the manufacturing process is in control. If the process is in control, is the process capable?

Quality Overview The ability of a product or service to meet or exceed customer expectation.

Dimensions of Quality Product Quality Service Quality Performance Aesthetics Special feature Conformance Reliability Durability Perceived quality Serviceability Service Quality Convenience Reliability Responsiveness Time Assurance Courtesy Tangibles

Consequences of Poor Quality

Benefits of Good Quality

The Costs of Quality Appraisal costs Prevention costs Failure costs -Internal failures -External failures

Total Quality Management Process design Purchasing Product/service design Problem-solving tools Benchmarking Employee involvement Continuous improvement Customer satisfaction

Problem Solving Deming Wheel Plan Do Study Act

Quality Tools Flowchart Check sheet Histogram Pareto chart Scatter diagram Control chart Cause-and-effect-diagram Wellington Fiber Board Example Checklist Pareto chart Cause-and-effect diagram Histogram

Check Sheet, Wellington Fiber Board Headliner Defects Defect type Tally Total A. Tears in fabric //// 4 B. Discolored fabric /// 3 C. Broken fiber board //// //// //// //// //// //// //// / 36 D. Ragged edges //// // 7 Total 50

Relative and Cumulative Percentages, Wellington Fiber Board Defect Type f p P C. Broken Fiber Board 36 0.72 D. Ragged edges 7 0.14 0.86 A. Tears in Fabric 4 0.08 0.94 B. Discolored Fabric 3 0.06 1.00

Pareto Chart, Wellington Fiber Board Number of defects 100 80 60 40 20 50 30 10 Cumulative percentage Defect type C D A B

Cause-and-Effect Diagram, Wellington Fiber Board Out of specification Not available Training Absenteeism Communication Humidity Schedule changes Machine maintenance Machine speed Wrong setup Process People Other Materials Broken fiber board

Histogram, Wellington Fiber Board Number of broken fiber boards First Second Third Shift

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