Chapter 2 Flashcards
Characteristics of a product or service that bears on its ability to satisfy stated or implied needs and a product or service that is free of defects is \_\_\_\_\_\_
Quality
Procedure that defines and
ensures maintenance of
standards within prescribed
tolerances is ______
Quality assurance (QA)
Management philosophy in which processes are refined with goal of improving performance in response to customer needs and expectation is known as \_\_\_\_\_
Total quality management (TQM)
Level or degree to which
managers allow employees
to act independently within
their job description is ________
Empowerment
Something that limits an
organization from reaching
its goals is _______
Constraint
Comparison against best
performance in the field is _____
Benchmarking
Quality is not a program, it
is an approach to _______
Business
_____ is defined by the customer
through his or her satisfaction
Quality
Quality is aimed at performance
excellence anything less
is an improvement _______
Opportunity
Quality increases customer
satisfaction, reduces cycle
times and costs, and
eliminates _____ and reworks.
errors
A focused management philosophy for providing leadership, structure, training, and an environment in which to improve continuously all organizational processes is \_\_\_\_
Continuous Quality Improvement (CQI)
A disciplined, data-driven
approach for improving
quality by removing defects
and their causes is ____
Six Sigma
A Japanese philosophy
emphasizing incremental
and continuous improvement
in every aspect of daily life is _____
Kaizen
Radical redesign of business
processes for dramatic
improvement is _____
Reengineering
Using less human effort, less space, less capital, and less time to make products exactly as the customer wants with fewer defects than occur in mass production is known as \_\_\_\_\_
Lean
Concentration on exploiting
and elevating constraints that
slow production or service is the ______
Theory of constraints
What is considered the 80-20
rule because 80% of a given
outcome typically results
from 20% of an input?
Pareto analysis
Which analysis focuses on
identifying the root cause
of a given problem?
Root cause analysis
Graphical representation of
the steps in a process is a ______
Flowcharts
What analysis involves identification
of potential failure that might
occur in a process?
Failure mode and effects analysis
A complex flowchart documenting processes and flows to help a manager determine which processes add value and which do not is a \_\_\_\_\_\_\_\_
Value stream map
What are tools for collecting
data about observations?
Check sheets
Bar graphs that are used to
display graphically the
frequency distribution of data are ____
Histograms
Graphical record of process performance over a period of time, values of upper and lower control limits are drawn to help identify potential problems is \_\_\_\_\_\_\_
Control charts
Provide a visual way to
examine possible relationships
between two variables are
known as ______
Scattered diagrams
Cycle is a model for
coordinating process
improvement efforts is a ________
Plan-do-check-act PDCA
Who was the plan-do-
check-act created by?
Walter Shewhart
-Find a process to improve
-Organize a team that
knows the process
-Clarify current knowledge
of the process
-Understand causes of
process variation
-Select the process improvement
FOCUS
Bar chart used to show a
project implementation schedule is _____
Gantt Charts
- Customer focus
2.Leadership - Involement of people
- Process approach
- Systems approach to management
- Continual improvement
- Factual approach to decision making
- Mutually beneficial supplier relations
are the eight principles that make up ______
ISO 9000 Standards
The company’s leadership
system, values, expectations,
and public responsibilities is _____
Leadership
The effectiveness of strategic and business planning and deployment of plans, with a strong focus on customer and operational performance requirements is \_\_\_\_
Strategic planning
How the company determines customer and market requirements and expectations, enhances relationships with customers, and determines their satisfaction is \_\_\_\_\_
Customer and market focus
The effectiveness of information collection and analysis to support customer-driven performance excellence and market-place success is \_\_\_\_\_
Measurement, analysis,
and knowledge management
The success of efforts to
realize the full potential of
the workforce to create a
high-performance organization is ______
Human resource focus
The effectiveness of systems
and processes for assuring the
quality of products and services is ______
Process management
Performance results, trends, and comparison to competitors in key business areas, including customer satisfaction, financial, marketplace, human resources, suppliers and partners, operations, governance, and social responsibility is \_\_\_\_\_\_
Business results
