Ch. 9 Flashcards
quality
the ability of a product or service to consistently meet or exceed customer expectations.
Deming Prize
prize established by the Japanese and awarded annually to firms that distinguish themselves with quality management programs
Quality of design
intention of designers to include or exclude features in a product or service
Quality of conformance
the degree to which goods or services conform to the intent of the designers
appraisal costs
costs of activities designed to ensure quality or uncover defects
prevention costs
costs of preventing defects from occuring
failure costs
costs caused by defective parts or products or by faulty services
internal failures
failures discovered during production
external failures
failures discovered after delivery to the customer
return on quality
an approach that evaluates the financial return of investments in quality
Baldrige award
annual award given by the US government to recognize quality achievements of US companies
European Quality Award
European Award for organizational excellence
ISO 9000
a set of international standards on quality management and quality assurance critical to international business
ISO 14000
set of international standards for assessing a company’s environmental performance
ISO 24700
set of international standards that pertains to the quality and performance of office equipment that contains reused components
Total Quality Management
a philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.
fail-safing
incorporating design elements that prevent incorrect procedures
continuous improvement
philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs
Kaizen
Japanese term for continuous improvement
Quality at the source
the philosophy of making each worker responsible for the quality of his or her work
plan-do-study-act (PDSA)
a framework for problem solving and improvement activities
process improvement
a systematic approach to improving a process
six sigma
a business process for improving quality, reducing costs, and increasing customer satisfaction
flowchart
a diagram of the steps in a process
check sheet
a tool for recording and organizing data to identify a problem
histogram
a chart of an empirical frequency distribution
Pareto analysis
technique for classifying problem areas according to the degree of importance, and focusing on the most important first.
scatter diagram
graph that shows the degree and direction of relationship between two variables
control chart
a statistical chart of time ordered values of a sample statistic
cause and effect diagram
diagram used to search for the cause(s) of a problem; also called a fishbone diagram
run chart
tool for tracking results over a period of time
brainstorming
technique for generating a free flow of ideas in a group of people
quality circles
groups of workers who meet to discuss ways of improving products or processes
benchmarking
process of measuring performance against the best in the same or another industry
