Ch. 6 (Total Quality Management)

Question 1

Total quality management (TQM)

Answer 1

Total quality management (TQM)

Management of an entire organization so that it excels in all aspects of products and services that are important to the customer.

Question 2

Deming’s 14 Points for Implementing Quality Improvement

Answer 2

Deming’s 14 Points for Implementing Quality Improvement

1. Create consistency of purpose.
2. Lead to promote change.
3. Build quality into the product; stop depending on inspections to catch problems.
4. Build long-term relationships based on performance instead of awarding business on the basis of price.
5. Continuously improve product, quality, and service.
6. Start training.
7. Emphasize leadership.
8. Drive out fear.
9. Break down barriers between departments.
10. Stop haranguing workers.
11. Support, help, and improve.
12. Remove barriers to pride in work.
13. Institute a vigorous program of education and self-improvement.
14. Put everybody in the company to work

Question 3

Plan-Do-Check-Act (PDCA)

Answer 3

Plan-Do-Check-Act (PDCA)

Walter Shewhart- A continuous improvement model of plan, do, check. act.

Question 4

Six Sigma and DMAIC

Answer 4

Six Sigma

A program to save time, improve quality, and lower costs.

DMAIC-

1. Define project purpose
2. Analyze data
3. Improve processes
4. Control processes

Question 5

Employee empowerment and 5 steps

Answer 5

Employee empowerment

Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization.

(1) building communication networks that include employees;
(2) developing open, supportive supervisors;
(3) moving responsibility from both managers and staff to production employees;
(4) building high- morale organizations; and
(5) creating such formal organization structures as teams and quality circles.

Question 6

Quality circle

Answer 6

Quality circle

A group of employees meeting regularly with a facilitator to solve work-related problems in their work area.

Question 7

Benchmarking

Answer 7

Benchmarking

Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity.

Question 8

Just-in-Time (JIT) and its 3 effects

Answer 8

Just-in-Time (JIT)

JIT systems are designed to produce or deliver goods just as they are needed.

1, JIT cuts the cost of quality

2. JIT improves quality
3. Better quality means less inventory and a better, easier-to-employ JIT system

Question 9

3 Taguchi Concepts

Answer 9

3 Taguchi Concepts

1. Quality robust
   - Products that are consistently built to meet customer needs despite adverse conditions in the production process.
2. Target-oriented quality
   - A philosophy of continuous improvement to bring a product exactly on target.
3. Quality loss function (QLF)
   - A mathematical function that identifies all costs connected with poor quality and shows how these costs increase as output moves away from the target value.