12 Flashcards
conformity
the component - part of product make exactly as the design
conformance to specification
the component - part or product make exactly as the design
zero deflect
no mistake was made in the manufacture process
elimination of variety
no variation in manufacture process
reworking
working again on something
faults/ deflect
mistake
employee involvement
quality should be concern of everyone in the company
Total quality management (TQM)
an organization-wide effort to “install and make a permanent climate where employees continuously improve
customer approval
recognition that company need to satisfy customer need and expectation
performance
- how well the product performs its main function
features
- additional parts or characteristics that the product offers
reliability
how well the product continues to perform without breakdowns
technical durability
how long the product lasts before becoming technically obsolete - out of date
serviceability
- how easy the product is to service - maintain and repair
aesthetics
the look and feel of the product
perceived quality
the customer’s judgement of the product’s level of quality
value for money
- what the product does in relation to the price paid for it
abbreviation
a shortened form of a word or phrase.
“the chemical symbol Ag is an abbreviation of the Latin word for silver, argentum”
expression
the action of making known one’s thoughts or feelings.
“the prisoners developed a dialect as an everyday means of expression”
technical specifications
set of documented requirements to be satisfied by a material, design, product, or service.[1] A specification is often a type of technical standard.
for quality management systems
standard for providing assurance about the ability to satisfy quality requirements and to enhance customer satisfaction
environmental management ‘
the management of the interaction and impact of human societies on the environment
generic standards
standard is categorized according to environment type
statutory
the safety and environmental laws, and standards in relation to the components that company need to pay attention to
regulatory requirements
the safety and environmental laws, and standards in relation to the components that company need to pay attention to
measurable objectives
we have to be able to measure quality and by how much it is improving
resource management
how you manage the inputs to your products, for example in human resources and materials
f training effectiveness
- the training of our staff is an investment and we have to measure how effective it is in terms of our future profitability
continual improvement
100 per cent quality is never achieved and there is always room for improvement (this is what the Japanese call kaizen)
Investors in People
a framework developed in the UK. It sets a level of good practice for training and development of people to achieve business goals
Investors in People Standard is based on four key principles
a Commitment
b Planning
c Action
d Evaluating outcomes
Planning
how skills, individuals and teams are to be developed to achieve these goals.
a Commitment
to invest in people to achieve business goals
Action
develop and use necessary skills in a well defined and continuing programme directly tied to business objectives.
Evaluating outcomes
- the results of training and development for individuals’ progress towards goals, the value achieved and future needs
stakeholder
share holder
Resources enabler
the materials, skills and knowledge used by the firm
Policy & Strategy enabler
the firm’s strategies (see Unit 16) and policies - actions to carry out those strategies
People management enabler
the way that employees are managed
Leadership enabler
the way the organization is led
Processes enabler
how all the above are combined and exploited
Results are the outcome of the factors above. They can be measured in terms of:
+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
Benchmarking
when a firm finds out which company performs a particular task best
best practice
ways of doing things that have produced the best results elsewhere and can be adapted to a new situation.
Competitive benchmarking
involves looking outside the company at how other companies in the same industry do things
functional benchmarking
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.
