Ch. 5

Question 1

ISO 9000

Answer 1

international quality and certification demonstrating that companies have met all the standards specified

Question 2

ISO 26000

Answer 2

international standards developed to help organizations evaluate and address their social responsibility

Question 3

ISO 140000

Answer 3

standards and a certification focusing on a companies environmental responsibility

Question 4

Deming Prize

Answer 4

a Japanese award given to companies to recognize efforts in quality improvement

Question 5

Malcolm Baldridge National Quality Award

Answer 5

award given annually to companies that demonstrate quality excellence and establish best practice standards in industry

Question 6

Quality Function Deployment (QFD)

Answer 6

tool used to translate the preferences of the customer into specific technical requirements

Question 7

Benchmarking

Answer 7

process of studying the practices of companies considered “best-in-class” and comparing your companys performance against theirs

Question 8

Kaizen

Answer 8

Japanese term that describes the notion of a company continually striving to be better through learning a problem solving

Question 9

Taguchi Loss Function

Answer 9

costs of quality increase as a quadratic function as conformance values move away from the target

Question 10

Robust Design

Answer 10

results in a product that can perform over a wide range of conditions

Question 11

Total Quality Management (TQM)

Answer 11

Philosophy that seeks to improve quality by eliminating causes of product defects and by making quality the responsibility of everyone in the organization

Question 12

Appraisal Costs

Answer 12

costs incurred in the process of uncovering defects

Question 13

Psychological Criteria

Answer 13

a subjective definition that focuses on the judgmental evaluation of what constitutes product or service quality. A way of defining quality that focuses on judgmental evaluations of what constitutes product or service excellence.