Sa

• Quality Customer Service


  Providing efficient, quick, and friendly service to customers as well as building strong relationships with them. Responding to customers' issues in time and handling any complaints swiftly.
• Quality Customer Service


  • Understanding customers' needs and meeting them
  • Ensuring quality product design
  • Offering customers several options for communicating and contacting customer service
• Quality Engineering


  Analysis methods and the development of systems to ensure products or services are designed, developed and manufactured to meet or exceed the customer's requirements and expectations.
• Quality Engineering


  • Encompasses all activities related to the analysis of a product's design, development and manufacturing processes for the purpose of improving the quality of the product and the production process while identifying and reducing waste in its many forms.
• Quality Engineering Concepts


  • Six Sigma
  • QMS
  • TQM
  • Tacuchi Method
  • Quality Function Deployment (QFD)
  • Quality Cost
  • Failure Mode Effective Analysis (FMEA)
  • SPC
• Taguchi's philosophy

  We can improve quality without increasing cost<|>We can reduce cost by reducing variation (when we do so, performance & quality will automatically improve)

  
• Taguchi's contributions


  • Quality Engineering Philosophy
  • Methodology
  • Experiment Design
  • Data Analysis
• Quality Engineering Philosophy


  Targets & Loss function
• Methodology

  1. System design

  2. Parameter design

  3. Tolerance design
• Experiment Design


  Use of orthogonal arrays
• Data Analysis

  Use Signal-to-Noise (SNR) ratio
• Taguchi's quality loss function

  Methodology to improve quality and reduce cost

  
• Loss imparted by the product to society

  • Loss to company (Cost of rework or scrap, Maintenance cost & Warranty claims)
  • Loss to the customer (Poor product performance, Down-time due to equipment failure, Poor reliability)
• QFD

  Quality Function Deployment - A system for translating customer requirements into appropriate company requirements at each stage from research and product development to engineering and manufacturing to marketing/sales and distribution
• Quality


  What the customer/user needs or expects
• Function


  How those needs or expectations are to be satisfied
• Deployment


  Making it happen throughout the organization
• House of Quality (HOQ)


  • It is the primary planning tool used in QFD
  • It converts voice of customer into product design
  • It is also called as Quality tables
• Building the House of Quality


  1. Identify Customer Attributes

  2. Identify Design Attributes / Requirements

  3. Relate the customer attributes to the design attributes

  4. Conduct an Evaluation of Competing Products

  5. Evaluate Design Attributes and Develop Targets

  6. Determine which Design Attributes to Deploy in the Remainder of the Process
• Customer Attributes

  Product or service requirements IN THE CUSTOMER'S TERMS
• Design Attributes


  Expressed in the language of the designer / engineer and represent the TECHNICAL characteristics (attributes) that must be deployed throughout the design, manufacturing, and service processes
• Relationship Strength


  Strong (9), Medium (3), Weak (1)
• Transfer Function


  Y = f(x)
• Importance Rating


  Represents the areas of greatest interest and highest expectations AS EXPRESSED BY THE CUSTOMER
• Competitive Evaluation


  Helps to highlight the absolute strengths and weaknesses in competing products
• Target Values


  Measurable terms for design attributes based on customer importance ratings and existing product strengths and weaknesses
• Target Direction


  More is better (↑), Less is better (↓)
• Technical Importance

  Identifies the design attributes that have a strong relationship to customer needs, have poor competitive performance, or are strong selling points
• Completeness


  Ensures all the 'How's' are captured and that a 'What' is really a 'How'
• Database Management System (DBMS)


  A system that allows the creation, maintenance, and use of databases
• Components of DBMS

  • Database
  • Database Administrator (DBA)
• Database


  A collection of related files consisting of records that contains data, or collection of inter-related data stored together without redundancy to serve one or more applications in an optimal fashion
• Modern approach to databases

  • Eliminates problems associated with traditional file environment
  • Data redundancy, data isolation and data inconsistency are minimized
  • Data can be shared among all users
  • Security and data integrity are increased
• Reasons why companies need databases

  • Redundancy
  • Inconsistency
  • Data can be shared
  • Standards can be enforced
  • Security restrictions can be applied
• Database design considerations

  • Accessibility
  • Administration
  • Independency
  • Integrity
  • Cost
  • Performance
  • Redundancy
  • Reliability
  • Search flexibility
  • Security
• Bit


  The smallest unit of data a computer can process
• Byte

  Represents the most basic logical data element (character), which consists of a single alphabetic, numeric, or other symbol
• Field

  A grouping of characters, such as the grouping of alphabetic characters in someone's name. A data field represents an attribute (a characteristic or quality) of some entity (object, person, place, etc.)
• Record

  Related files of data are grouped to form a record. The record represents a collection of attributes that describes an entity
• File


  A group of related records is a data file or table