CHAPTER 1 – Industrial Quality Control up the product, as well as the desired values for

the quality characteristics in the final product.

PERFORMANCE-Will the product do the
intended job? NOMINAL or TARGET VALUE - A value of a
measurement that corresponds to the desired
RELIABILITY-How often does the product fail? value for that quality characteristic.
DURABILITY-How long does the product last? UPPER SPECIFICATION LIMIT (USL) - largest
SERVICEABILITY- How easy is it to repair the allowable value for a quality characteristic
product? LOWER SPECIFICATION LIMIT (LSL) - smallest
AESTHETICS-What does the product look like? allowable value for a quality characteristic

FEATURES-What does the product do? NONCONFORMING PRODUCTS - those that fail
to meet one or more of its specifications
PERCEIVEDQUALITY-What is the reputation of
the company or its product? NONCONFORMITY - specific type of failure

CONFORMANCETOSTANDARDS-Is the product DEFECTIVE - A nonconforming product

made exactly as the designer intended? DESIGNED EXPERIMENT - is extremely helpful
QUALITY - fitness for use. in discovering the key variables influencing the
quality characteristics of interest in the process
- is inversely proportional to
variability. ACCEPTANCE SAMPLING - closely connected
with inspection and testing of product
QUALITYIMPROVEMENT - the reduction of
waste/variability in processes and products. QUALITY PLANNING- a strategic activity, and it
is just as vital to an organization’s long term
QUALITYCHARACTERISTICS - elements that business success as the product development
jointly describe what the user or consumer plan, the financial plan, the marketing plan, and
thinks of as quality plans for the utilization of human resources.
- Critical-To-Quality (Ctq) Characteristics QUALITY ASSURANCE- the set of activities that
QUALITYENGINEERING - the set of operational, ensures the quality levels of products and
managerial, and engineering activities that a services are properly maintained and that
company uses to ensure that the quality supplier and customer quality issues are
characteristics of a product are at the nominal properly resolved. Documentation of the quality
or required levels and that the variability system is an important component.
around these desired levels is minimum. QUALITY CONTROL AND IMPROVEMENT -
STATISTICAL METHODS - play a central role in involve the set of activities used to ensure that
quality improvement efforts. In the application the products and services meet requirements
of statistical methods to quality engineering, it and are improved on a continuous basis.
is fairly typical to classify data on quality W. EDWARDS DEMING– the Deming philosophy
characteristics as either Attributes or Variables is an important framework for implementing
data. quality and productivity improvement. This
SPECIFICATIONS - are the desired philosophy is summarized in his 14 points for
measurements for the quality characteristics of management.
the components and subassemblies that make
JOSEPH M. JURAN - He is one of the founding CUSTOMER- either the external customer or the
fathers of THE QUALITY-CONTROL AND next step in the internal business.
IMPROVEMENT FIELD
MEASURE STEP - is to evaluate and understand
the current state of the process.
ARMAND V. FEIGENBAUM - first introduced the ANALYZE STEP - to use the data from the
concept of COMPANYWIDE QUALITY CONTROL measure step to begin to determine the cause-
and-effect relationships in the process and to
TOTAL QUALITY MANAGEMENT (TQM) - is a understand the different sources of variability.
strategy for implementing and managing quality
improvement activities on an organizationwide CONTROL CHARTS - are useful in separating
basis. common cause variability from assignable cause
variability.
International Standards Organization (ISO) -
has developed a series of standards for quality STATISTICAL HYPOTHESIS TESTING AND
systems. CONFIDENCE INTERVAL ESTIMATION - can be
used to determine if different conditions of
SIX-SIGMA - reducing variability in key product operation produce statistically significantly
quality characteristics to the level at which different results and to provide information
failure or defects are extremely unlikely. about the accuracy with which parameters of
POKA-YOKE- mistake-proofing of processes. interest have been estimated.
REGRESSION ANALYSIS - allows models relating
outcome variables of interest to independent
CHAPTER 2 - The DMAIC Process input variables to be built.
DMAIC - a structured problem-solving FMEA - used to prioritize the different potential
procedure widely used in quality and process sources of variability, failures, errors, or defects
improvement. It is often associated with six- in a product or process
sigma activities, and almost all implementations
of six sigma use the DMAIC process for project IMPROVE STEP - Focus on creative thinking
management and completion. about the specific changes that can be made in
the process and other things that can be done
DEFINE STEP - to identify the project to have the desired impact on process
opportunity and to verify or validate that it performance.
represents legitimate breakthrough potential.
PILOT TEST - is a form of confirmation
PROJECT CHARTER - short document experiment: it evaluates and documents the
SIPOC DIAGRAM - is a high-level map of a solution and confirms the solution attains the
process. project goals.

SUPPLIERS - are those who provide the CONTROL STEP - to complete all remaining
information, material, or other items that are work on the project and to hand off the
worked on in the process. improved process to the process owner along
with a process control plan and other necessary
INPUT - the information or material provided. procedures to ensure that the gains from the
PROCESS - the set of steps actually required to project will be institutionalized.
do the work.
OUTPUT- the product, service, or information
sent to the customer.
CHAPTER 3 - STATISTICAL METHODS USEFUL IN JURAN - defines quality as fitness for use in
QUALITY CONTROL AND IMPROVEMENT terms of design, conformance, availability,
safety and field use. He focuses on top-down
STATISTICS - the science of analyzing data and management and technical methods rather
drawing conclusions, taking variation in the than worker pride and satisfaction.
data into account.
PHILIP CROSBY - Quality is defined as
- a collection of techniques useful for conformance to requirements, not “goodness”.
making decisions about a process or population
based on an analysis of the information PREPARATION COST – Cost of preparing and
contained in a sample from that population implementing a quality plan.
STATISTICAL METHODS - play a vital role in APPRAISAL COST – Cost of testing, evaluating,
quality control and improvement. and inspecting quality.
HISTOGRAM - a more compact summary of INTERNAL FAILURE COST – Costs of scrap,
data than a stem-and-leaf plot. rework, and material losses.
SAMPLE AVERAGE - most important measure of EXTERNAL FAILURE COST – Costs of failure at
central tendency in the sample customer site, including repairs, returns and
recalls.
SAMPLE VARIANCE - the variability in the
sample data QUALITY COSTS - those incurred in excess of
those that would have been incurred if the
SAMPLESTANDARD DEVIATION - measure of product were built or the service performed
variability exactly right the first time.
BOX PLOT - a graphical display that
TQM- the integration of all functions and
simultaneously displays several important processes within an organization in order to
features of the data. achieve continuous improvement of the quality
SAMPLE - a collection of measurements of goods and services. The goal is customer
selected from some larger source or population. satisfaction.

PROBABILITY DISTRIBUTION - a mathematical Plan-Do-Study-Act Cycle (PDSA)- Also called the

model that relates the value of the variable with Deming Wheel after originator Circular, never
the probability of occurrence of that value in ending problem solving process
the population. SEVEN TOOLS OF QUALITY CONTROL TOOLS -
CONTINUOUS DISTRIBUTIONS - When the typically taught to problem solving teams
variable being measured is expressed on a FISHBONE DIAGRAM - Cause-and-Effect
continuous scale. Diagrams
DISCRETE DISTRIBUTIONS - When the - focuses on identifying the causes of quality
parameter being measured can only take on problem
certain values.
FLOWCHARTS -Used to document the detailed
steps in a process.
CHAPTER 4 – TOTAL QUALITY MANAGEMENT CHECKLIST - Simple data check-off sheet
Deming - the best known of the “early” designed to identify type of quality problems at
pioneers, is credited with popularizing quality each work station; per shift, per machine, per
control in Japan. operator.
CONTROL CHARTS -Important tool used in CENTER LINE - represents the average value of
Statistical Process Control the quality characteristic corresponding to the
in control state.
SCATTER DIAGRAMS - A graph that shows how
two variables are related to one. OUT-OF-CONTROL-ACTION PLAN (OCAP) - A
very important part of the corrective action
- Data can be used in a regression analysis to process associated with control chart usage.
establish equation for the relationship
- is a flow chart or text-based description
PARETO ANALYSIS - technique that displays the of the sequence of activities that must
degree of importance for each element. take place following the occurrence of
HISTOGRAMS - a chart that shows the an activating event.
frequency distribution of observed values of a TYPE I ERROR- the risk of a point falling beyond
variable like service time at a bank drive-up the control limits, indicating an out-of-control
window condition when no assignable cause is present.
ISO 9000 STANDARDS - Set of internationally TYPE II ERROR - the risk of a point falling
recognized quality standards. between the control limits when the process is
ISO 14000 -Focuses on a company’s really out of control.
environmental responsibility. CHECK SHEET - can be very useful in data
collection activity. It was developed by an
aerospace firm engineer who was investigating
CHAPTER 5 - METHODS AND PHILOSOPHY OF defects that occurred on one of the firm’s tanks.
STATISTICAL PROCESS CONTROL
PARETO CHART - The Pareto chart is simply a
STATISTICAL PROCESS CONTROL (SPC) - a frequency distribution (or histogram) of
powerful collection of problem-solving tools attribute data arranged by category.
useful in achieving process stability and
improving capability through the reduction of CAUSE-AND-EFFECT DIAGRAMis a formal tool
variability. frequently useful in unlayering potential causes.

ASSIGNABLE CAUSES OF VARIATION - sources DEFECT CONCENTRATION DIAGRAM - a picture

of variability that are not part of the chance of the unit, showing all relevant views.
cause pattern SCATTER DIAGRAM - a useful plot for
OUT-OF-CONTROL PROCESS - process that is identifying a potential relationship between two
operating in the presence of assignable causes variables.

CONTROL CHARTS -may also be used to

estimate the parameters of a production
process, and, through this information, to
determine process capability.
- A graphical display of a quality
characteristic that has been measured
or computed from a sample versus the
sample number or time.