chapter 10 Flashcards
(36 cards)
What is the definition of quality based on Juran’s Quality handbook?
to be fit for purpose, every good or service must have the right features to statify customer needs and must be delivered with few failures.
Define effectiveness
in a quality management context, describes getting the right things done.
Define efficiency
in a quality management context, describes completing an activity without creating waste.
Define accuracy
in quality management context, describes freedom from error or defect.
What is the criteria that need to be reviewed by an insurance company in order to better improve quality?
- understanding customer needs.
- achieving freedom from defects.
- setting and exceeding standards.
What are some attributes of service quality?
- short wait times
- first contact resolution
- consistency of service levels
- courtesy
- accuracy
- flexibility in hanlding unexpected, off-script customer needs
- knowledge service workers
What is quality assurance?
refers to the activities a company undertakes to make certain the company delivers satisfactory performance to customers.
The money a company spends on quality assurance often has 2 purposes. What are they?
- defect prevention
2. defect correction
What are prevention costs?
the expenses for limiting operation defrects.
- ie: cost of maintaining quality controls, training employees, and collecting information.
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What is rework cost?
the cost within operations for compensation to workers who must redo work already done.
What are some management approaches that trace their roots to quality management?
- quality improvement
- continuous quality improvement
- total quality management
- business process management
- kaizen.
- business process improvement.
- business process reengineering,
- six sigma
- lean manufacturing.
- lean six sigma
- Agile managment
What are the 6 important guiding principles of quality management?
- focus on delivering quality to customers
- avoid defects, errors and waste
- emphasize teamwork
- base decisions on facts
- manage activities and resources as an integrated process rather than as a collection of function.
- operate an integrated management and control system devoted to setting quality standards, measuring quality results and improving quality.
What is quality planning?
refers to establishing the concepts of activities, and tools that employees can use to keep the company operating on a stable basis and meeting customer needs.
What is quality control?
generally refers to a broad array of techniques for maintaining overall quality in a company’s work efforts.
What are the steps/activities in quality control?
- determine measurement for tracking progress
- measuing performance
- comparing actual performance measures to performance standards.
- taking corrective active when needed
.
Two popular constructs for a quality control process are PDCA cycle and DMAIC. Define these
- PDCA: 4 step control cycle technique based on statistics. Plan-Do-Check-Act.
- DMAIC: 5 steps: define, measure, analyze, improve, control.
define quality improvement within a control process
refers to the final step and feedback loop of a control process.
- incorporates lessons learn from correcting defects and prevention.
a quality management system requires delegation of authority and accountability through the tiers of a large organization. What are the 3 layers?
- executive level of management
- functional level of management
- operational level of management.
- non-managerial level of employers and level of automation.
what is a preformance dashboard?
a technology- driver graphical display of the current status of a company;s most important performance measures presented in a readily understood format.
- designed to connect operational-level goals to strategic goals and support decisions on all levels.
Define cascading reports
electronically linked reports bringing together related data sets and, all within one electronic report, offering distinctive data views suitable for various user needs.
What is “drill-thorugh option” in terms of viewing data in a cascading report?
is a link that the user of a summary report can click to see a different level of detail of the information.
- links a user to reports known as parent and child report.
what is a parent and child report in a drill through option?
parent: master or sumary report
child: details report.
A drill-trough option in a cascading report may be either a drill-down or drill-up options
Drill-down: enables linking from a parent reprot down to a child report
drill-up option: enables linking from a child report up to a parent report.
what is a quality circle
a small team of employees and supervisors from on opterational area who meet voluntarily on a regular basis to discuss quality issues and potential solutions and improvements related to their work
- decision by consensus
