BU395 Lecture Notes - Lecture 9: Dmaic, Continual Improvement Process, Process Control
Document Summary
Bu225- week 5, lecture 1: toyota vehicle recalls, august 2009, lexus es350; brakes failed; gas pedal stuck at full depression, serious, tragic accident, november 2009, major recall of floor mats affecting 3. 8m vehicles. Consistent w/previous visits: determinants of quality, product design. Intention of designers to include/exclude features customers require: process design, translating product characteristics into specifications and tolerances, production, degree to which goods/services conform to design specs, benefits of good quality. Improved quality of product design better reputation increase prices/market share higher profitability. Improved conformance to design specs lower manufacturing and warranty expenses higher profitability: costs of quality, failure costs. Internal failures: discovered during production, or while offering service, at least you"(cid:448)e (cid:272)aught it (cid:271)efo(cid:396)e it gets to (cid:272)usto(cid:373)e(cid:396) Impacts: may have to take a car off the line, use production time, may have damaged equipment, injured employee, lost production time, scrap/rework, external failure, discovered after you have delivered product/service to customer.
