Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
1
• equipment maintenance costs
• supplier assurance costs
• information system costs1
• product redesign and process improvement
• quality circle2
data on quality.
2 A quality circle is a group composed of workers who meet together to discuss workplace im-
provement, and make presentations to management with their ideas. Typical topics are improving
safety, improving product design, and improvement in manufacturing process.
3 Salaries and wages of all personnel involved in appraising the quality of products and services
2
• lost sales due to unsatisfactory products and customer ill will
• costs to restore reputation
Prevention and appraisal costs are costs of conformance becasue they are
incuured to ensure that products or services meet customers’ expectations. In-
ternal failure costs and external failure costs are costs of nonconformance.
They are costs incurred and opportunity costs because of rejection of products or
services. The costs of quality is the sum of conformance and nonconformance
costs.
3 Types of Conformance
Goalpost conformance is conformance to a quality specificatoin expressed as
a specified range around the target. Absolute quality conformance (or the
robust quality approach) requires all products or services to meet the target
value exactly with no variation. The Taguchi quality loss function depicts the
relationship between the total loss to a firm due to quality defects.6
L ( x ) = k ( x − T )2 (1)
where:
x = an observed value of the quality characteristic
T = the target value of the quality characteristic
k = the cost coefficient, determined by the firm’s costs of failure
• Market share
3
• Number of defective units shipped to customers as a percentage of total
units shipped
• Delivery delays (difference between the scheduled delivery date and the
date requested by the customer)
• Pareto diagrams
• Cause-and-effect diagrams
4
7 Time as a Competitive Tool
Customer-response time is how long it takes from the time a customer places
an order for a product (or service) to the time the product (or service) is deliv-
ered to the customer
A time driver is any factor that causes a change in the speed of an activity
when the factor changes.
Average waiting time (AWT) is the average amount of time that an order
will wait in line before the machine is set up and the order is processed.
EXAMPLE 1:
5
• Average number of the new order = 10 (Order2 = 10)
30 × 1002 + 10 × 502
AWT = = 325 hours
2 × [4, 000 − (30 × 100) − (10 × 50)]
Introducing the new new product causes average waiting time for an order
to more than double (from 150 ⇒ 325) hours. With the addition of this new
product, average manufacturing lead time for the “old” product now is 425
(325 + 100), and for the “new” product 375 (325 + 50). Note that the “old”
product spends 86.7% (325 ÷ 375) of its manufacturing lead time just waiting
for a manufacturing to start.
Alternatives:
1. Old + New
2. Old Only
6
8 Theory of Constraints and Throughput-Contribution
Analysis
The theory of constraints (TOC) describes methods to maximize operating in-
come when faced with some bottleneck and some nonbottleneck operations.
The TOC defines three measures:
3. Operating costs equal all costs of operations (other than direct materi-
als) incurred to earn throughput controbution. Operating costs include
salaries and wages, rent, utilities, depreciation, and the like.
Step 3: Keep the bottleneck operation busy and subordinate all nonbot-
tleneck operations to the bottleneck operation. That is, the needs of the
bottleneck operation determine the production schedule of the nonbot-
tleneck operations.
Step 4: Take actions to increase the efficiency and capacity of the bot-
tleneck operation: The objective is to increase the difference between
throughput contribution and the incremental costs to increaseing effi-
ciency and capacity.
7
• Reduce setup time and processing time at bottleneck operations (e.g., by
simplifying the design or reducing the number of parts in the product)
8
9 Exhibits
9
10
11
12
13
14
15
16