ch1 Flashcards
1
Q
nonexistence of defects which allows companies to meet customer expectations.
A
QUALITY
2
Q
can attained by the nonstop improvement of all systems and processes
A
QUALITY
3
Q
5 APPROACHES TO QUALITY DEFINITION
A
- TRANSCENDENT
- PRODUCT-BASED
- USER-BASED
- MANUFACTURING-BASED
- VALUE-BASED
4
Q
3 QUALITY TYPES
A
- Quality of DESIGN- satisfy the customer based on
market research. - Quality of CONFORMANCE- meeting standards
- Quality of PERFORMANCE- how the product functions
5
Q
3 QUALITY LEVELS
A
- ORGANIZATIONAL Level- revolves around customers’ requirements.
- PROCESS Level - categorized into functions or departments
- PERFORMER/JOB/TASK DESIGN Level
6
Q
5 QUALITY PARADIGMS
A
- CUSTOM-CRAFT paradigm- customer demands.
- MASS PRODUCTION AND SORTING paradigm- production rate
- STATISTICAL QUALITY CONTROL paradigm- production processes.
- TOTAL QUALITY MANAGEMENT paradigm- focus on customers and suppliers
- TECHNO-CRAFT paradigm- socio-technical complement
7
Q
4 COST OF QUALITY
A
- PREVENTION COSTS: prevent or avoid failure problems
- APPRAISAL COSTS:
- INTERNAL FAILURE COSTS:
- EXTERNAL FAILURE COSTS
8
Q
The Primary Elements of TQM
A
- Foundation
A. Ethics
B. Integrity
C. Trust - Building Bricks
A. Leadership
B. Teamwork
C. Training - Binding Mortar
-Downward communication: from management to employees
-Upward communication: from lower-level employees to top-level management
-Sideways/lateral communication: communication takes place between various departments - Roof
9
Q
8 CORE CONCEPTS OF TQM
A
- CUSTOMER SATISFACTION
- INTERNAL CUSTOMER SATISFACTION
- ALL WORK IS PROCESS
- MEASUREMENT
- SYNERGY IN TEAMWORK
- PEOPLE MAKE QUALITY
- CONTINUOUS IMPROVEMENT
- PREVENTION
10
Q
3 BENEFITS OF TQM
A
- CREATES A GOOD CORPORATE CULTURE
- BETTER REVIEWS FROM CUSTOMER
- BETTER PERFORMANCE FROM EMPLOYEES
