"Cost of Quality"
1. Select two fast food restaurants and evaluate them in terms of service quality. Suggest ways to improve the service quality.
2. Evaluate the two fast-food restaurants you selected in Part 1 of this discussion in terms of the “Seven QC tools”. Determine the top three QC tools that tend to be most valuable to business owners. Explain your rationale.
"Quality Control Systems"
3. Compare and contrast ISO900:2000 and Six Sigma in terms of their differences and similarities.
4. Research companies that you believe have exceptional quality standards. Select one organization that has achieved Six Sigma certification. Then, discuss the benefits and results that the organization has achieved as a result of following the quality standards inherent in Six Sigma certification. Explain how these standards help this organization pursue continuous improvement.
Bottom of Form The “Seven QC Tools” Seven simple tools—flowcharts, check sheets, histograms, Pareto diagrams, cause-and-effect diagrams, scatter diagrams, and control charts—termed the Seven QC (Quality Control) Tools by the Japanese, support quality improvement problem-solving efforts.15 The Seven QC Tools are designed to be simple and visual so that workers at all levels can use them easily and provide a means of communication that is particularly well suited in group problem-solving efforts. Flowcharts To understand a process, one must first determine how it works and what it is supposed to do. Flowcharting, or process mapping, identifies the sequence of activities or the flow of materials and information in a process. Once a flowchart is constructed, it can be used to identify quality problems as well as areas for productivity improvement. Questions such as “What work activities can be combined, simplified, or eliminated?” “Are process capacities well planned?” and “How is quality measured at points of customer contact?” Run and Control Charts A run chart is a line graph in which data are plotted over time. The vertical axis represents a measurement; the horizontal axis is the time scale. Run charts show the performance and the variation of a process or some quality or productivity indicator over time. They can be used to track such things as production volume, costs, and customer satisfaction indexes. Run charts summarize data in a graphical fashion that is easy to understand and interpret, identify process changes and trends over time, and show the effects of corrective actions. A control chart is simply a run chart to which two horizontal lines, called control limits, are added: the upper control limit (UCL) and lower control limit (LCL), as illustrated in Exhibit 15.3. Control limits are chosen statistically so that there is a high probability (generally greater than .99) that points will fall between these limits if the process is in control. Control...
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