Ch. 9

Question 1

quality

Answer 1

the ability of a product or service to consistently meet or exceed customer expectations.

Question 2

Deming Prize

Answer 2

prize established by the Japanese and awarded annually to firms that distinguish themselves with quality management programs

Question 3

Quality of design

Answer 3

intention of designers to include or exclude features in a product or service

Question 4

Quality of conformance

Answer 4

the degree to which goods or services conform to the intent of the designers

Question 5

appraisal costs

Answer 5

costs of activities designed to ensure quality or uncover defects

Question 6

prevention costs

Answer 6

costs of preventing defects from occuring

Question 7

failure costs

Answer 7

costs caused by defective parts or products or by faulty services

Question 8

internal failures

Answer 8

failures discovered during production

Question 9

external failures

Answer 9

failures discovered after delivery to the customer

Question 10

return on quality

Answer 10

an approach that evaluates the financial return of investments in quality

Question 11

Baldrige award

Answer 11

annual award given by the US government to recognize quality achievements of US companies

Question 12

European Quality Award

Answer 12

European Award for organizational excellence

Question 13

ISO 9000

Answer 13

a set of international standards on quality management and quality assurance critical to international business

Question 14

ISO 14000

Answer 14

set of international standards for assessing a company’s environmental performance

Question 15

ISO 24700

Answer 15

set of international standards that pertains to the quality and performance of office equipment that contains reused components

Question 16

Total Quality Management

Answer 16

a philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.

Question 17

fail-safing

Answer 17

incorporating design elements that prevent incorrect procedures

Question 18

continuous improvement

Answer 18

philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs

Question 19

Kaizen

Answer 19

Japanese term for continuous improvement

Question 20

Quality at the source

Answer 20

the philosophy of making each worker responsible for the quality of his or her work

Question 21

plan-do-study-act (PDSA)

Answer 21

a framework for problem solving and improvement activities

Question 22

process improvement

Answer 22

a systematic approach to improving a process

Question 23

six sigma

Answer 23

a business process for improving quality, reducing costs, and increasing customer satisfaction

Question 24

flowchart

Answer 24

a diagram of the steps in a process

Question 25

check sheet

Answer 25

a tool for recording and organizing data to identify a problem

Question 26

histogram

Answer 26

a chart of an empirical frequency distribution

Question 27

Pareto analysis

Answer 27

technique for classifying problem areas according to the degree of importance, and focusing on the most important first.

Question 28

scatter diagram

Answer 28

graph that shows the degree and direction of relationship between two variables

Question 29

control chart

Answer 29

a statistical chart of time ordered values of a sample statistic

Question 30

cause and effect diagram

Answer 30

diagram used to search for the cause(s) of a problem; also called a fishbone diagram

Question 31

run chart

Answer 31

tool for tracking results over a period of time

Question 32

brainstorming

Answer 32

technique for generating a free flow of ideas in a group of people

Question 33

quality circles

Answer 33

groups of workers who meet to discuss ways of improving products or processes

Question 34

benchmarking

Answer 34

process of measuring performance against the best in the same or another industry