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

2. 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.

3. 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 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?

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

5. 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

6. Consequences of Poor Quality

7. Benefits of Good Quality

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

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

10. Problem Solving
Deming
Wheel
Plan Do
Study
Act

11. 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

12. 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

13. 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

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

15. 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

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