1. Discuss Garvin\'s eight dimensions of quality with respect to: a.) a product
ID: 413666 • Letter: 1
Question
1. Discuss Garvin's eight dimensions of quality with respect to: a.) a product of your choosing b.) a service of your choosing 2. Choose a dimension of quality for your product which can be expressed either as a variable or as an attribute. Which would be preferred? Why? 3. What is the difference between the number of nonconformances and the number nonconforming? What are the two ways of specifying each? Discuss the four attribute representations as applied to the following products a.) one rope product on spools of 500 ft. b.) television sets c.) ceramic tiles in boxes of 400 count d.) PC systems (processor, monitor, printer, mouse, speakers) 4. Discuss the difference between specification limits and control limits? Discuss the pros and cons of establishing either set of limits before the other? 5. Discuss the hypocrisy of Dr. Deming's point #10 especially with regard to point #14 or defend Dr. Deming. (Note: Only the first sentence in each point is Deming's. Almost always they will appear with editorial addenda.) 6. Discuss how reduction in certain quality costs are inverse to other quality costs. Specifically, relate this discussion to the coordination of quality engineering activities already discussed in question #4.Explanation / Answer
(1)
(a) Garvin's eight dimensions of product quality are as following -
(b) The five dimensions of service quality are as following -
(2)
Consider the surface finish of our automobile body. It can either be expressed in attribute terms (e.g. rough, medium smooth, or highly smooth) or in variable terms (e.g. in the unit of surface roughness Ra or micron). For an expert, the variable measurement will be relevant but will carry almost no meaning for a customer. For a customer, the attribute terms are more meaningful.
(3)
Non-conformities are 'defects'. For example, if all the parts have five defects in them and there are five such parts, the total number of non-conformities (defects) are 5 x 5 = 25. On the contrary, non-conforming parts are 'defectives'. In the above example, the number of non-conforming parts is five only.
There are two ways to specify them. Either using attributes (e.g. PPM or fraction defectives) or variables (e.g. measurement data).
a) Fraction of ropes having length less than 500
b) Fraction of defective TV sets
c) Number of boxes having less than 400 tiles
d) Number of PC systems having at least one component defective
(4)
Specification limits are given by the customers or the design engineer. They are the requirements of the process spread which must be met. Control limits, on the other hand, will emerge from the natural variation of the process which has no relation to the specification. If the spread of control limit is less than that of the specification limit, the process will be considered in control.
Specification limit is useful because it gives the requirement of the customer. It acts as a benchmark for the process controller. However, it is not under the control of the process controller. Also, sometimes the specification limits are so broadly defined that even without any focus on process control, a process may be more than three sigma level. Control limit can be lessened by the process controller by improving the process. However, it is important to define the sigma level (confidence level) first. Based on Sigma level the control limit will change. A 3-sigma control limit will be larger than a 2-sigma level. So, if a process controller wants to show that the process in control, he may use a larger sigma level.
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