Term
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Definition
| The ability of a product or service to meet customer needs |
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Definition
| "lies in the eyes of the beholder" |
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| Manufacturing based quality |
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Definition
| confroming to standards and "making it right the first time" |
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Term
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Definition
| a percise and measureable variable |
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| The operations manager's objective |
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Definition
| to build a total quality management systemt hat identifies and satisfies customer needs. |
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Term
| Sales Gains via ______ lead to increased profits |
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Definition
* Improved response
* Flexible Pricing
* Improved Repuation |
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| Reduced Costs via _____ lead to increased profits |
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Definition
* Increased productivity
* Lower rework and scrap costs
* Lower warrany costs |
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Term
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Definition
Leadership, Mission statemetn, Effective operating procedures, Staff support, Training
Yields: What is important and what tis to be accomplished.
Flows to Quality principles |
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Term
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Definition
Customer focus, Continuous improvement, Benchmarking, Just-intime, tools of TQM
Yields How to do what is important and to be accomplished.
Flows to Employee fulfillment |
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Definition
Empowerment, Organizational Commitment
Yields; Employee attituded taht can accomplish what is important.
Flows to Customer Satisfaction |
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Definition
Winning orders, repeat customers
Yields: an effective organiation with a competitive advantage. |
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| The flow of activities that are necessary toa achieve Total Quality Management: |
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Definition
1. Organizational Practices
2. Quality Principles
3. Employee Fulfillment
4. Customer Satisfaction |
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Term
| Other Implications of Quality: |
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Definition
1. Company Reputation
2. Product ilability
3. Global implications |
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Term
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Definition
An organization cna expect its reputation for quality ( good or bad ) to follow it.
Quality will show up in perceptions about he firm's new products, employment practices, and supplier relations.
Self-promotion is not a substitute for quality products. |
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Definition
The courts increasingly hold organizations that design, produce, or distrubte faulty products or services liable for damages or injuries resulting from their use.
Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards. |
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Definition
For both a company and a country to compete effectively in the global economy, products must meet global quality, design, and price expectations.
inferiro products harm a firm's profitability and a nation's balance of payments |
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Term
| What is the Malcolm Baldridge National Quality Award? |
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Definition
An award for quality achievment named fro former secretary of Commerce Malcolm baldridge.
Winners include Motorola, Milliken, Xerox, Fedex, Ritz Carlton Hotels ... |
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Term
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Definition
| The cost of doing thigs work - that is, the price of nonconformance. |
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Term
| 4 major categories of costs are associated with quaity |
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Definition
1. Prevention costs
2. Appraisal costs
3. Internal failure
4. External Costs |
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Term
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Definition
| Costs associated with reducing the potential for defective parts or services ( training, quality improvement programs) |
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Definition
| Costs related to evaluating products, processes, parts and services ( testing, labs, inspectors) |
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Term
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Definition
| Costs that result from production of defective parts or services before delivery to customers (rework, scrap, downtime) |
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Definition
| Costs that occur after deliver of defective parts or services (rework, retunred goods, liabilities, lost goodwill, costs to society). |
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Definition
| A set of quality standards developed by the international Organization for Standardization (ISO) |
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Term
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Definition
| An environmental Management standard established by the international Organization fro Standardization (ISO) |
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Definition
| Management of an entire organization so that it excels in all aspects of products and serivces that are importatnt tthe customer. |
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Term
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Definition
| A continuous improvement model of plan, do , check. act. |
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Term
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Definition
| A program to save time, improve quality, and lower costs. |
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Term
| 5 core elements of the ISO 14000 |
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Definition
1. Environmental management
2. Auditing
3. Performance Evaluation
4. Labeling
5. Life cycle assessment |
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Term
| Advantages to the ISO 14000 |
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Definition
* Positive Public Image and reduced exposure to liability.
* Good systematic approach to pollution prevention through the minimization of ecologicial impact of products and activities.
* Compliance with regulatory requirements and opportunites fro competitive advantage.
* Reduction in need for multiple audits. |
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Term
| 7 concepts for an effective TQM program |
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Definition
1. Continuous improvement
2. Six Sigma
3. Employee empowerment
4. Benchmarking
5. just-in-time JIT
6. Taguchi Concepts
7 Knowledge of TQM tools. |
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Term
| Six Sigma is a: (3 things) |
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Definition
Strategy
Discipline
Set of tools |
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Term
| Six Sigma is a Stragety because: |
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Definition
| it focuses on total customer satisfaction |
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Term
| Six Sigma is a discipline because: |
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Definition
| it follows the fromal Six Sigma Improvement Model known as DMAIC |
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Term
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Definition
1. Defines: the project's purpose, scope, and outputs and then identifies the required infromation, keeping in mind the customer's definition of quality
2. Measures: the process and collects data
3. Analyzes: the data , ensuring repeatablity, and reproducibility
4. Improves: by modifying or redesigning, existing processes and prcedures;
5 Controls: the new process to make sure performance levels are maintained. |
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Term
| Six Sigma is a set of 7 tools... |
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Definition
Check sheets
Scatter diagrams
cause-and-effect diagrams
Pareto charts
flowcharts
histograms
stastical process control |
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Term
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Definition
| Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization |
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Term
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Definition
| A group of employees meeting regularly with a facilitator to solve work-related problems in their work area |
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Term
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Definition
| selecting a demonstrated standard of performance that represents teh very best performance for a process or an activity |
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Term
| Techniques for building employee empowerment: |
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Definition
1. Building communication networks that include employees:
2. Developing open, supportive supervisors
3. Moving responsibility from both managers and staff to production employees
4. Building high-moral organizations
5. Creating such formal organization structures as teams and quality circles. |
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Term
| Steps for developing benchmarks: |
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Definition
1. Determine what to benchmark
2. Form a benchmark team.
3. Identify benchmarking partners
4. collect and analyze benchmarking information
5. take action to match or exceed the benchmark. |
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Term
| JIT is related to quality in 3 ways: |
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Definition
JIT cuts the cost of quality
JIT improves quality
Better quality means less inventory and a better, easier-to-employ JIT system. |
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Term
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Definition
| Products are consistently built to meet customer needs in spite of adverse conditions in the production process. |
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Term
| Quality loss Function (QLF) |
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Definition
| A mathematical function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants. |
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Term
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Definition
| a philosophy of continuous improvement to bring the product exactly on target |
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Term
| Conformance oriented specifications |
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Definition
The product is good as long as it falls within the tolerance limits
produces more units farther from the target
the loss (cost) is higher in terms of customer satisfaction and benefits to society. |
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Term
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Definition
| A schematic technique used to discover possible locations of quality problems |
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Term
| 4 M's of Cause and Effect Diagrams |
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Definition
Material
Machinery/equipment
Manpower
Methods |
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Term
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Definition
| Graphics that identify the few critical items as opposed to many less important ones. |
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Term
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Definition
| Block diagrams that graphically describle a process or system. |
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Term
| Statistical process control (SPC) |
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Definition
| A process used to monitor standards, make measurements and take corrective action as a product or service is being produced. |
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Term
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Definition
| Graphic presentations of process data over time, with predetermined control limits |
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Definition
| A means of ensuring that an operation is producing at the quality level expected |
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Definition
| Controlling or monitoring at the point of production or purchase - at the source |
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Term
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Definition
| Literally translated "foolproof"; it has come to mean a device or technique that ensures the production of a good unit every time. |
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Term
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Definition
| an inspection that classifies items as beign either good or defective |
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Term
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Definition
| classifications of inspected items as falling on a continuum scale, such as dimension, size, or strength. |
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Term
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Definition
| Training and empowering frontline workers to solve a problem immediately |
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Term
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Definition
| Invlovles consistency of performance and dependability. It means that the frim performs the service right the frist time and that the frim honors its promises. |
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Term
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Definition
| Concers the willingness or readiness of employees to provide service. It involves timeliness of service |
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Term
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Definition
| means possession of the required skills and knowledge to perfrom the service. |
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Term
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Definition
| Involves approachability and ease of contact |
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Term
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Definition
| Means keeping customers informed in language they can understand and listening to them. It may mean that the company has to adjust its language for different consumers - increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice. |
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Term
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Definition
| Involves trustworthiness, believability, and honesty. It involves having the customer's best interests at heart |
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Definition
| is the freedome from dange, risk, or doubt |
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Term
| Understanding/knowing the customer |
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Definition
| involves making the effort to understand the customer's needs. |
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Term
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Definition
| include the physical evidence of the service |
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Term
| Determinants of Service Quality |
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Definition
Reliability
Responsiveness
Competence
Access
Courtesy
Communication
Credibility
Security
Understanding/knowing the customer
Tangibles |
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