Page 494 - The Handbook for Quality Management a Complete Guide to Operational Excellence

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Risk priority number (RPN), 347 Secretary of Commerce, 33–34
Rochester Institute of Technology, 133 Sectionalism, 36
ROI. See Return on investment Segmentation:
Roles, 246–247 concepts, 111f
counterproductive, 292, 292t of customers, 110–113
maintenance roles, 290, 291t industry, 73
productive, 289–290 of market, 110–111
of quality, 60f preference patterns, 112–113
task roles, 289–290, 291t Selection bias, 114
Role-plays, 359–361 Self-actualization, 355, 370
Root cause, 221 Semantic differentials, 121
Rope, 91, 93 Senge, Peter, 76, 78, 360, 378–379, 380
Rose, K. H., 140 Service processes, 164
RPN. See Risk priority number Setup time, 312–313, 339–340
Rules and regulations, 245 Shape, measures of, 156t
Running tests, 195–196 Shaping style, of strategic planning, 71
Ryuji Fukuda, 319 Shared vision, 379–380
Sheridan, B. M., 315
S Shewhart, Walter A., 11, 33, 55, 70, 82, 160,
Saaty, T. L., 203 162, 376
Sabotage, 343–344 Sigma. See also Six Sigma
Safety, 23–24 charts, 167–170, 202
needs, 365 illustration of, 157f
OSHA, 24, 133 Silos, 248
Sample mean, 156t Silo mentality, 8, 21
Sample surveys, 113 Simple linear regression, 328
Sampling plans, 159 Simulated certification, exam questions,
Satisfaction: 416–454
of customers, 23, 23f, 50, 80–81 Simulations, 359–361
job, 370 SIPOC. See Supplier-Inputs-Process-Out-
people, 50 puts-Customer
Satisfiers, 370 Six Sigma, 20, 52–56, 75, 297, 356–357, 376, 380
Scatter diagrams, 319–324 constraint information and, 260–262
constructing, 321 Skewness, 156t
of curvilinear relationship, 324 illustration of, 157f
example of, 321, 322f Slack times, 278, 278t, 279t
interpretation guide, 323f Slippage, of schedule, 279–281
pointers for using, 321–324 Slope, 324
raw data for, 322f Small Business Administration, U.S., 24
regression and correlation analysis and, Smith, D., 104
324–326 Smoke stacks, 248
value of, 326f Social needs, 369
Schedule slippage, 279–281 SOPs. See Standard operating procedures
Schroeder, R., 262 Sources of process variation (SPC), 314–324
Scope, 10 data collection, 318
2nd generation management, 378 QFD, 315–317

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