Quality Function Deployment (QFD)
Looks at the various ways in which features of the product or service are perceived by customers, and helps establish priorities
Balanced Scorecard (“BSC”)
Set of parameters aimed at giving a balanced view of the organization’s performance
Management by Policy (“Hoshin Kanri”)
Systematic policy deployment to various functions, levels and processes in order to achieve overall organizational objectives
Risk Assessment Techniques
- FMEA (Failure Mode and Effect Analysis),
- Analyses what might go wrong, the probability and the potential impact
- Can be used in engineering situations (product or process design), or for environmental impact assessments, and health & safety risk analysis
- HACCP (Hazard Analysis and Critical Control Points)
- Commonly used in food sector to identify food safety risks
- Helps to determine priorities
- See ISO 31010 for guidance on other risk assessment methods
Cost of quality (COQ)
- Looks at the total costs of prevention (including quality assurance, quality control and inspections) and costs of defects (rework, scrap, customer complaints etc)
- Crosby concept “Quality is Free”
Statistical Techniques
- 7 tools / 7 “new tools”
- Includes Histograms; Scatter diagrams; “Pareto charts” and others
- Statistical Process Control
- Uses “control charts” to assess process capabilities
