Chapter 12 Quality management Flashcards
managing the entire organization so it excels in all dimensions of products and services important to the customer
total quality management (TQM)
an award established by the US department of commerce given annually to companies that excel in quality
Malcolm Baldrige National Quality Award
the degree to which the product or service design specifications are met
conformance quality
the philosophy of making workers personally responsible for the quality of their output. workers are expected to make the part correctly the first time and to stop the process immediately if there is a problem
quality at the source
expenditures related to achieving product or service quality, such as the costs of prevention, appraisal, internal failure, and external failure
cost of quality (COQ)
______ _______ of a product or service derive from decisions and actions made realtive to the quality of its design and teh quality of its conformance to that design
quality specifications
the inherent value of the product in the marketplace
design quality
a statistical term to describe the quality goal of no more than 3.4 defects out of every million units. also refers to a quality improvement philosophy and program
six sigma
a metric used to describe the variability of a process
defects per million opportunities (DPMO)
what does DMAIC stand for
D - define
M - measure
A - analyze
I - improve
C - control
define, measure, analyze, improve, and control improvement methodology followed by companies engaging in six sigma programs
DMAIC
combines the implementation and quality control tools of six sigma and the inventory management concept of lean manufacturing
lean six sigma
whoc coach or actually lead a six sigma improvement team
black belts
who receive in depth training on statistical tools and process improvement (perform many of the same functions as black belts but for a larger number of teams)
master black belts
who are employees who have received enough six sigma training to participate in a team or, in some companies, to work individually on a small scale project directly related ot their own job
green belts
- identify customers and their priorities
Which step of DMAIC is this ?
define D
- determine how to measure the proces and how it is performing
Which step of DMAIC is this ?
measure M
- determine the most likely causes of defects
Which step of DMAIC is this ?
analyze A
- identify means to remove the cuases of defects
Which step of DMAIC is this ?
improve I
- determine how to maintain the improvements
Which step of DMAIC is this ?
control C
- flowcharts
- run charts
- pareto charts
- checksheets
- cause and effect diagrams
- opportunity flow diagram
- process control charts
- failure mode and effect analysis
analytic tools for six sigma
- executive leaders, who are truly committed to six sigma and who promote it throughout the organization, and champions, who take ownership of the processes to be improved
- corporatewide training in six sigma concepts and tools
- setting of stretch objectives for improvement
- continuous reinforcement and rewards
six sigma roles
formal standard for quality certification developed by the international organization for standardization
ISO 9000
set of environmental management stadards created by the internalion organization for standarization
ISO 14000
looking outside the ocmpany to examine what excellent performaers inside and outside the companys industry are doing in the way of quality
external baenchmarking
2 steps of benchmarking
- identify processes needing improvement
- analyze data
