12

Question 1

conformity

Answer 1

the component - part of product make exactly as the design

Question 2

conformance to specification

Answer 2

the component - part or product make exactly as the design

Question 3

zero deflect

Answer 3

no mistake was made in the manufacture process

Question 4

elimination of variety

Answer 4

no variation in manufacture process

Question 5

reworking

Answer 5

working again on something

Question 6

faults/ deflect

Answer 6

mistake

Question 7

employee involvement

Answer 7

quality should be concern of everyone in the company

Question 8

Total quality management (TQM)

Answer 8

an organization-wide effort to “install and make a permanent climate where employees continuously improve

Question 9

customer approval

Answer 9

recognition that company need to satisfy customer need and expectation

Question 10

performance

Answer 10

• how well the product performs its main function

Question 11

features

Answer 11

• additional parts or characteristics that the product offers

Question 12

reliability

Answer 12

how well the product continues to perform without breakdowns

Question 13

technical durability

Answer 13

how long the product lasts before becoming technically obsolete - out of date

Question 14

serviceability

Answer 14

• how easy the product is to service - maintain and repair

Question 15

aesthetics

Answer 15

the look and feel of the product

Question 16

perceived quality

Answer 16

the customer’s judgement of the product’s level of quality

Question 17

value for money

Answer 17

• what the product does in relation to the price paid for it

Question 18

abbreviation

Answer 18

a shortened form of a word or phrase.
“the chemical symbol Ag is an abbreviation of the Latin word for silver, argentum”

Question 19

expression

Answer 19

the action of making known one’s thoughts or feelings.
“the prisoners developed a dialect as an everyday means of expression”

Question 20

technical specifications

Answer 20

set of documented requirements to be satisfied by a material, design, product, or service.[1] A specification is often a type of technical standard.

Question 21

for quality management systems

Answer 21

standard for providing assurance about the ability to satisfy quality requirements and to enhance customer satisfaction

Question 22

environmental management ‘

Answer 22

the management of the interaction and impact of human societies on the environment

Question 23

generic standards

Answer 23

standard is categorized according to environment type

Question 24

statutory

Answer 24

the safety and environmental laws, and standards in relation to the components that company need to pay attention to

Question 25

regulatory requirements

Answer 25

the safety and environmental laws, and standards in relation to the components that company need to pay attention to

Question 26

measurable objectives

Answer 26

we have to be able to measure quality and by how much it is improving

Question 27

resource management

Answer 27

how you manage the inputs to your products, for example in human resources and materials

Question 28

f training effectiveness

Answer 28

- the training of our staff is an investment and we have to measure how effective it is in terms of our future profitability

Question 29

continual improvement

Answer 29

100 per cent quality is never achieved and there is always room for improvement (this is what the Japanese call kaizen)

Question 30

Investors in People

Answer 30

a framework developed in the UK. It sets a level of good practice for training and development of people to achieve business goals

Question 31

Investors in People Standard is based on four key principles

Answer 31

a Commitment b Planning c Action d Evaluating outcomes

Question 32

Planning

Answer 32

how skills, individuals and teams are to be developed to achieve these goals.

Question 33

a Commitment

Answer 33

to invest in people to achieve business goals

Question 34

Action

Answer 34

develop and use necessary skills in a well defined and continuing programme directly tied to business objectives.

Question 35

Evaluating outcomes

Answer 35

- the results of training and development for individuals' progress towards goals, the value achieved and future needs

Question 36

stakeholder

Answer 36

share holder

Question 37

Resources enabler

Answer 37

the materials, skills and knowledge used by the firm

Question 38

Policy & Strategy enabler

Answer 38

the firm's strategies (see Unit 16) and policies - actions to carry out those strategies

Question 39

People management enabler

Answer 39

the way that employees are managed

Question 40

Leadership enabler

Answer 40

the way the organization is led

Question 41

Processes enabler

Answer 41

how all the above are combined and exploited

Question 42

Results are the outcome of the factors above. They can be measured in terms of:

Answer 42

+Business results the final outcome, i.e. the profits made by the firm - +Customer satisfaction - the way customers feel about the firm + Impact on society - the effect of the firm's products and activities on society + People satisfaction - the way managers, employees, shareholders and other stakeholders feel about the firm

Question 43

Benchmarking

Answer 43

when a firm finds out which company performs a particular task best

Question 44

best practice

Answer 44

ways of doing things that have produced the best results elsewhere and can be adapted to a new situation.

Question 45

Competitive benchmarking

Answer 45

involves looking outside the company at how other companies in the same industry do things

Question 46

functional benchmarking

Answer 46

looks at how the same function such as manufacturing or personnel recruitment is done by non-competitors. Companies can learn a lot from firms who are not their direct competitors.