12 Flashcards

1
Q

conformity

A

the component - part of product make exactly as the design

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2
Q

conformance to specification

A

the component - part or product make exactly as the design

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3
Q

zero deflect

A

no mistake was made in the manufacture process

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4
Q

elimination of variety

A

no variation in manufacture process

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5
Q

reworking

A

working again on something

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6
Q

faults/ deflect

A

mistake

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7
Q

employee involvement

A

quality should be concern of everyone in the company

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8
Q

Total quality management (TQM)

A

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

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9
Q

customer approval

A

recognition that company need to satisfy customer need and expectation

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10
Q

performance

A
  • how well the product performs its main function
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11
Q

features

A
  • additional parts or characteristics that the product offers
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12
Q

reliability

A

how well the product continues to perform without breakdowns

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13
Q

technical durability

A

how long the product lasts before becoming technically obsolete - out of date

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14
Q

serviceability

A
  • how easy the product is to service - maintain and repair
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15
Q

aesthetics

A

the look and feel of the product

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16
Q

perceived quality

A

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

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17
Q

value for money

A
  • what the product does in relation to the price paid for it
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18
Q

abbreviation

A

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

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19
Q

expression

A

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

20
Q

technical specifications

A

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

21
Q

for quality management systems

A

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

22
Q

environmental management ‘

A

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

23
Q

generic standards

A

standard is categorized according to environment type

24
Q

statutory

A

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

25
Q

regulatory requirements

A

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

26
Q

measurable objectives

A

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

27
Q

resource management

A

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

28
Q

f training effectiveness

A
  • the training of our staff is an investment and we have to measure how effective it is in terms of our future profitability
29
Q

continual improvement

A

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

30
Q

Investors in People

A

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

31
Q

Investors in People Standard is based on four key principles

A

a Commitment
b Planning
c Action
d Evaluating outcomes

32
Q

Planning

A

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

33
Q

a Commitment

A

to invest in people to achieve business goals

34
Q

Action

A

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

35
Q

Evaluating outcomes

A
  • the results of training and development for individuals’ progress towards goals, the value achieved and future needs
36
Q

stakeholder

A

share holder

37
Q

Resources enabler

A

the materials, skills and knowledge used by the firm

38
Q

Policy & Strategy enabler

A

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

39
Q

People management enabler

A

the way that employees are managed

40
Q

Leadership enabler

A

the way the organization is led

41
Q

Processes enabler

A

how all the above are combined and exploited

42
Q

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

A

+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

43
Q

Benchmarking

A

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

44
Q

best practice

A

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

45
Q

Competitive benchmarking

A

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

46
Q

functional benchmarking

A

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.

47
Q
A