UTEP OSCM 3321 - Six-Sigma Quality (42 pages)

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Six-Sigma Quality



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Six-Sigma Quality

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Lecture Notes


Pages:
42
School:
The University of Texas at El Paso
Course:
Oscm 3321 - Production/Operations Mgmt
Production/Operations Mgmt Documents

Unformatted text preview:

McGraw Hill Irwin Copyright 2009 by The McGraw Hill Companies Inc All rights res Chapter 9 Six Sigma Quality 9 3 OBJECTIVES Total Quality Management Defined Quality Specifications and Costs Six Sigma Quality and Tools External Benchmarking ISO 9000 Service Quality Measurement 9 4 Total Quality Management TQM Total quality management is defined as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer 9 5 Quality Specifications Design quality Inherent value of the product in the marketplace Dimensions include Performance Features Reliability Durability Serviceability Aesthetics and Perceived Quality Conformance quality Degree to which the product or service design specifications are met 9 6 Costs of Quality Appraisal Costs External Failure Costs Costs of Quality Internal Failure Costs Prevention Costs 9 7 Six Sigma Quality A philosophy and set of methods companies use to eliminate defects in their products and processes Seeks to reduce variation in the processes that lead to product defects 9 8 Six Sigma Quality Continued Six Sigma allows managers to readily describe process performance using a common metric Defects Per Million Opportunities DPMO DPMO DPMO Number Numberof of defects defects Number Numberof of opportunit opportunities ies xx No of units No of units for forerror errorper per unit unit xx1 000 000 1 000 000 9 9 Six Sigma Quality Continued Example Example of of Defects DefectsPer Per Million Million Opportunities Opportunities DPMO DPMO calculation calculation Suppose Supposewe weobserve observe 200 200 letters letters delivered deliveredincorrectly incorrectly to tothe the wrong wrong addresses addressesin inaasmall small city cityduring duringaa single single day day when whenaa total total of of 200 000 200 000 letters letterswere weredelivered delivered What What is isthe the DPMO DPMOin inthis thissituation situation DPMO DPMO 200 200 11 xx200 000 200 000 So So for forevery



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