Tzuchi Yen

Student ID: 141

Critical to Quality (CTQ) - These elements are parameters that the consumer deems as quality.
They mark the physical, sensory, and time characteristics of the product in which the user
considers essential to the final product.

Design for 6 Sigma (DFSS) – This methodology takes the elements of six-sigma such as
variability reduction and process improvement philosophy into upstream process of design and
development. DFSS spans the entire development process from beginning to the final launch of
the product or service.

Key Process Input Variables (KPIV) – These variables are measurable factors that are used to
perform a thorough analysis and understanding of the process performance. This could be the
time it takes for various activities to be performed and the time it takes for that work to start
additional processing.

Key Process Output Variables (KPOV) – Similar to the KPIV, the KPOV focuses on variables in
the procedures that effect the output of the product or service. This could be the time it takes
products to be outputted and the time it takes for products to continue additional or new
processes.

SIPOC Diagram – An acronym for Suppliers, Input, Process, Output, and Customers. This
diagram is a map that shows high- level analysis of a process. They provide an overview of a
process and are helpful to visualization of process elements. Useful in presenting to
nonmanufacturing settings and service systems.

Tollgate- These are checkpoints in the DMAIC process or six-sigma organizations where the
team and project can be reviewed to ensure that they are on track and that the project can be
completed on time. Tollgate participants include the project champion, black belts, and master
black belts that are not working directly on the project. These are essential to the success and
continuation of the project at hand as they provide guidance and space to evaluate.

1.3: Select a specific product or service, and discuss how the eight dimensions of quality
impact its overall acceptance by consumers.

In this example I will be looking at the product of a cellphone that is used and consumed by the
general public.

Performance- The performance of a cellphone to accomplish intended tasks is essential to the

consumer. Functions such as calling, texting, taking pictures, and accessing the web are some
performance criteria that will be tested in the product. These processes have to be available and
be able to complete the intended task quickly and efficiently. How the phone performs will
greatly affect the satisfaction and expectancy of the consumer.

Reliability- How much the phone will require repairs or restarts will impact the overall quality
of the phone. Cellphones are expected to not fail and are top-tier everyday items for consumers.
They are expected to not fail and complete tasks promptly.
Tzuchi Yen
Student ID: 141

Durability- As an item carried on the person and handled multiple times in a day, how well the
phone holds up will impact the quality of the final product. How well the phone can hold up to
falls, dents, temperature changes, friction, water, and stress will all be factors that will make this
phone perform with quality.

Serviceability- If a software issue arises, or a hardware malfunction, how easily the phone can
be replaced or repaired will be a factor in the value of the phone. Economic and timely solutions
are desirable in order to bring the customer access back to the product as soon as possible with
satisfactory repairs.

Aesthetics- A phone is a fashion statement and changes with the style of the public. How good
the phone looks in hand is as important as how well it performs under the hood. Top functional
materials and sleek design will improve the sales of the product and bring satisfaction to the
customer.

Features- In a phone, having extra features marks the difference between other products and
increase their perception of quality. Too many unnecessary features can cause harm. It is
important to research and implement the best features in each device in accordance to need and
quality improvement.

Perceived Quality- Having reputable sources and company background is helpful to product
success and quality. Especially in the electronics business, using reputable distributors and
manufacturers help ease the mind of consumers and guarantees them known facts of
serviceability and company quality.

Conformance to Standards- A phone has many parts and hardware features. Each small part
has to conform to standards with minute variability. The overall fit and finish of the product
depends on that strict standard. Quality is set on standards.

1.10 Distinguish among quality planning, quality assurance, and quality control and
improvement

Quality planning involves identifying customers, both internal and external that operate the
business. IT identifies their needs (sometimes called voice of the customer). Then development
of these products or services need to be done. Quality assurance is the set of activities that
ensure that the quality level of products and services are properly maintained. This includes
quality system documentation. Development, maintenance, and control of documentation are
important quality assurance functions. Quality control and improvement involve the set of
activities that ensure that the products and services meet requirements and improve on a
continuous basis. This factor concentrates on the product variability control and improving the
product or service through project by project experiments.

1.14 Are internal failure costs more or less important than external failure costs?
Tzuchi Yen
Student ID: 141

Both are important in the overall quality of the product. However, external costs are heavier in
the cost department and has the potential to be very costly on the company. Since the product
has been issued out already, complaints, returns, warranty charges, liability costs, and other
factors that affect the consumer directly may harm the quality of the company through direct
and indirect causes. Reputation can also be tainted.

1.16 Discuss the statement, “Quality is the responsibility of the quality assurance
organization.”

Quality assurance is the process if checking that all stages of the product development is
meeting standards. This process if done correctly can reduce many problems and issues that
challenge the final quality of the product. If monitoring and quality assurance is ensured, the
final quality of the product will show in the standards confirmed by quality assurance.

1.22 Hundreds of companies and organizations have won the Baldrige Award. Collect
information on at least two winners. What success have they had since receiving the award?

Both Honeywell Federal Manufacturing &Technologies and Cadillac Motor Car Division have
received the award in the past years. Both companies have risen in both stock value and also
overall company value. These companies are flagships in their division and continue to rise in
both achievements and success.

2.1 Discuss the similarities between the Shewhart cycle and DMAIC

The Shewhart cycle talks about improvement of a product or service. It includes four steps that
plan, do, check, and act on the product. Several cycles may need to be iterated during the life
cycle of the product or service. The DMAIC framework also aims for the improvement of
processes. It includes the define, measure, analyze, improve, and control steps.

2.4 Describe a service system that you use. What are the CTQs that are important to you?
How do you think that DMAIC could be applied to this process?

Once a week I use the gas station service to fill up my vehicles. Some CTQ’s that are important
to me are time saving interface, ease of transaction, decent pricing, cleanliness, and quality of
petrol. DMAIC can be applied to this system by following its steps. First is to define a problem
such as slow user interface. Then you would measure the problem and see for example how
much time it takes to complete a transaction. Analyze the time and create a chart of average
times and data collection to determine the largest factors. Improve the system targeting where
the data shows. Finally, control the final product and maintain and keep watch of its’
performance.

2.9 An important part of a project is to identify the key process input variables (KPIV) and
the key process output variables (KPOV). Suppose that you are in charge of a hospital
emergency room. Discuss the KPOVs and KPIVs. How do they relate to customer CTQs?
Tzuchi Yen
Student ID: 141

Some KPIV and KPOV’s for an emergency room situation would be factors that improve
preparation time and time saving strategies. In addition, some inputs may be a streamlined
process to reduce movement as well as the ability to reach different equipment. This will allow
outputs of time saving, efficient procedures, safety of patients. These can all be related to
customer CTQ’s because they will ultimately effect the wants of the customer as well. The
emergency room wants to fast and efficient with top quality to be able to serve the customer to
its best.

2.12 Suppose that your business is operating at the 4.5 sigma quality level. If projects have an
average improvement rate of 50% annually, how many years will it take to achieve six sigma
quality?

4.5 sigma quality level is around 1350 ppm so with .50 improvement rate, it will take around 8.5
years to reach six-sigma quality.

2.13 Explain why it is important to separate sources of variability into special or assignable
causes and common or chance causes.

Common causes are sources of variability that are embedded in the system itself while
assignable causes are sources variability that arise from the external source. Defining these are
important separately because they are very different target audiences as well as standards.
Tolerances and specifications in the process may not be the same as what is external as the dnial
product.