Ch 5 - Total Quality Management Flashcards
conformance to specifications
measures how well the product or service meets the targets & tolerances determined by its designers
fitness for use
focuses on how well a product performs its intended function or use
value for price paid
a definition of quality that consumers often use for product or service usefulness
support services
often how the quality of a product or service is judged
psychological criteria
a subjective definition that focuses on the judgemental evaluation of what constitutes product or service quality
prevention costs
costs incurred in the process of preventing poor quality from occurring
appraisal costs
costs incurred in the process of uncovering defects
internal failure costs
costs associated with discovering poor product quality before the product reaches the customer
external failure costs
costs associated with quality problems that occur at the customer site
total quality management (TQM)
philosophy that seeks to improve quality by eliminating causes of product defects and by making quality the responsibility of everyone in the organization
Walter A. Shewhart
• contributed to understanding of process variability
• developed concept of statistical control charts
• grandfather of quality control
W. Edwards Deming
• stressed management’s responsibility for quality
• developed “14 Points” to guide companies to quality improvement
• father of quality control
Joseph M. Juran
• defined quality as “fitness for use”
• developed concept of cost of quality
Armand V. Feigenbaum
• introduced concept of total quality control
Philip B. Crosby
• coined phrase “quality is free”
• introduced concept of zero defects
Kaoru Ishikawa
◦ developed cause-and-effect diagrams
identified concept of “internal customer”
Genichi Taguchi
• focused on product design quality
• developed Taguchi loss function
robust design
a design that results in a product that can perform over a wide range of conditions
Taguchi loss function
costs of quality increase as a quadratic function as conformance values move away from the target
continuous improvement
a philosophy of never-ending improvement
kaizen
a Japanese term that describes the notion of a company continually striving to be better through learning and problem solving
plan-do-study-act (PDSA) cycle
a diagram that describes the activities that need to be performed to incorporate continuous improvement into the operation
benchmarking
the process of studying the practices of companies considered “best in class” and comparing your company’s performance against theirs
quality circle
a team of volunteer production employees and their superiors as who meet regularly to solve quality problems
