Deck 2: Quality Masters

Question 1

Which of Deming's Fourteen points are applicable here and why?

Answer 1

An employee is asked to prepare computer printouts for timely delivery. While the information is printing out, the paper keeps tearing and jamming in the printer. The employee knows that this particular brand of paper is incompatible with this printer. When he checked on this in the past he was told that the paper was the least costly, and since the company was facing a budget crunch, purchase orders were being filled with the least expensive items possible. Unfortunately, no one thought to check on what kind of impact those choices would have on the productivity in various departments. Because of jams and tears, the document preparer now has to work longer on the job than expected. More paper is also used because of the loss associated with the jams.
Don't award based on price tag alone (incompatible paper)
Break down barriers between departments (Is anyone telling purchasing about the productivity losses?)
Remove the barriers that rob the workers of pride of workmanship (can't get the job done efficiently or effectively)

Question 2

Recently, a customer in a store purchased over $100 worth of household cleaning supplies. As the clerk bagged the purchases, the customer notice that the bags were flimsy and the items (laundry soap, detergent, cleanser, furniture polish, bleach, ammonia, etc.) were rather heavy. The customer requested that the items be separated into several different bags and double-bagged to avoid ripping the bags.

Answer 2

Though the store was not busy and non one else was waiting in line, instead of complying with the customer's request, the clerk hefted the bag in the air and said "it should hold up". The customer insisted, but the clerk refused to double-bag or provide more bags. As the customer left the store, several of the bags ripped. The customer ended up returning for bags and re-bagging the items without the aid of the clerk. The customer has decided not to patronize the tore in the future. How does Feigenbaum's definition of quality apply here?
A customer determination (the bags are too flimsy for heavy products)
Based on the customer's actual experience with the product or service
(the bags broke, the clerk was not helpful)
Measured against his or her requirements
Stated (asked for double-bags, repacking), unstated (did not return)
Conscious (tried to get what was needed) or merely sense (needed help from clerk)
Technically operational (the bags broke) or entirely subjective
Representing a moving target (did not return to store)

Question 3

Which of Deming's Fourteen points are applicable here and why?

Answer 3

John has just been hired as a color separator in a printing company. John is familiar with many types of separators, but each has its own processes that must be learned. The person doing the hiring assured John that a training program was in place. John's first day at work was a disaster. He was assigned to separator 3 and told to "run it". When he explained to the supervisor that he needed some training to get up to speed on the machine, the supervisor grudgingly asked another employee to spend 15 minutes with John. Wanting to get back to her own machine, the other employee gave a quick 5 minute run through and John was on his own. John made many mistakes that first night and production was lost. His supervisor thinks John won't make it through his probationary period.
Provide training
Provide education
Remove the barriers that rob works of pride of workmanship
Drive out fear

Question 4

What does Deming's first point 'create a constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business and to provide jobs' mean?

Question 5

Select one of Deming's fourteen points and discuss how it relates to creating a customer focus.

Question 6

Describe Taguchi's Loss Function. What does it stand for?

Question 7

Recently, a customer in a store purchased over $100 worth of household cleaning supplies. As the clerk bagged the purchases, the customer notice that the bags were flimsy and the items (laundry soap, detergent, cleanser, furniture polish, bleach, ammonia, etc.) were rather heavy. The customer requested that the items be separated into several different bags and double-bagged to avoid ripping the bags.

Question 8

Describe Shewhart's two types of variation. Give an example of each.

Question 9

Describe the key aspects of Feigenbaum's definition of quality.