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MGMT 4340 Quality > Chapter 1 > Flashcards

Chapter 1 Flashcards

The total quality concept as an approach to doing business began to gain wide acceptance in the United States in the late 1980s and early 1990s. However, individual elements of the concept--such as the use of statistical data, Six Sigma, Lean, teamwork, continual improvement, customer satisfaction, and employee involvement--have been used by visionary organizations for years. It is the pulling together of coordinated use of these and other previously disparate elements that gave birth to the com

1
Q

Bottom-up Education and Training

A

To be answered…

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2
Q

Continual Process Improvement

A

To be answered…

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3
Q

Crosby’s Fourteen Steps to Quality Improvement

A

To be answered…

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4
Q

Crosby’s Quality Vaccine

A

To be answered…

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5
Q

Customer Focus

A

To be answered…

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6
Q

Deming Cycle

A

1 Plan, 2 Do, 3 Check, 4 Act, 5 Analyze

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7
Q

Deming’s Fourteen Points

A

The summarization and operationalization of Deming’s philosophy of quality.

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8
Q

Deming’s Seven Deadly Diseases

A

Summarize the factors that Deming believed can inhibit a transformation from business as usual to world-class quality.

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9
Q

Employee Involvement and Empowerment

A

To be answered…

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10
Q

Freedom Through Control

A

To be answered…

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11
Q

Global Customer

A

To be answered…

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12
Q

The Juran Trilogy

A

Summarize the three primary managerial functions. Quality Planning, Quality Control, and Quality Improvement.

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13
Q

Long-term Commitment

A

To be answered…

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14
Q

Obsession With Quality

A

To be answered…

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15
Q

Pareto Principle

A

Organizations should concentrate their energy on eliminating the vital few sources that cause the majority of problems. Juran and Dmeing believe that systems that are controlled by management are the systems in which the majority of problems occur.

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16
Q

Peak Performance

A

To be answered…

17
Q

Quality Control

A

To be answered…

18
Q

Quality Improvement

A

To be answered…

19
Q

Quality Planning

A

To be answered…

20
Q

Scientific Approach

A

To be answered…

21
Q

Teamwork

A

To be answered…

22
Q

Total Quality

A

A broader concept of quality that encompasses not just the results aspect but also the quality of people and the quality of processes. Includes Measures, People, and Processes.

23
Q

TQC (Total Quality Control)

A

To be answered…

24
Q

TQL (Total Quality Leadership)

A

To be answered…

25
Q

TQM (Total Quality Management)

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To be answered…

26
Q

Unity of Purpose

A

To be answered…

27
Q

Define the term <i> quality </i>.

A

Quality has been defined in a number of different ways. When viewed from a consumer’s perspective, it means meeting or exceeding customer expectations.

28
Q

What is Total Quality?

A

Total quality is an approach to doing business that attempts to maximize an organization’s competitiveness through the continual improvement of the quality of its products, services, people, processes, and environments.

29
Q

List and explain the key elements of total quality.

A

Strategically based, customer focus, obsession with quality, scientific approach, long-term commitment, teamwork, continual process improvement, bottom-up education and training, freedom through control, unity of purpose, employee involvement and empowerment, and peak performance.

30
Q

Explain the rationale for the total quality approach to doing business.

A

The rationale can be found in the need to compete in the global marketplace. Countries that are competing successfully in the global marketplace are seeing their quality of living improve. Those that cannot are seeing theirs decline.

31
Q

What are the main concepts around Deming’s contributions to the quality movement?

A

Deming’s Fourteen Points, The Deming Cycle, Deming’s Seven Deadly Diseases

32
Q

List and explain Juran’s main contributions to the quality movement.

A

Joseph M. Duran is best known for Juran’s Three Basic Steps to Progress, Juran’s Ten Steps to Quality Improvement, the Pareto Principle, and the Juran Trilogy.

33
Q

Why do some quality initiatives fail?

A

To be answered…

34
Q

For what contributions to the quality movement is Philip B. Crosby known?

A

To be answered…

35
Q

Summarize the most common errors made when starting quality initiatives.

A

Common errors made when starting quality initiatives include senior management delegation and poor leadership; team mania; the deployment process; a narrow, dogmatic approach; and confusion about the differences among education, awareness, inspiration, and skill building.

36
Q

Explain the trends that are affecting the future of quality management.

A

Trends affecting the future of quality management include increasing global competition, increasing customer expectations, opposing economic pressures, and new approaches to management.

MGMT 4340 Quality (9 decks)

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