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Nutr 466 > Chapter 2 > Flashcards

Chapter 2 Flashcards

1
Q

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

A

quality

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2
Q

what is the key to a TQM program?

A

continuous monitoring and evaluation, feedback mechanisms

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3
Q

these were the first to document empirically that the most important factor predicting success of business is quality

A

Buzzell and Gale

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4
Q

intellectual father of TQM 14 point system

A

Edwards Deming

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5
Q

what are the 14 points of TQM?

A

consistency of purpose toward improvement, adopt new philosophy of quality, cease dependence on inspection to achieve quality, end practice of choosing suppliers based only on price, improve constantly and forever, extensive training on the job ,shift focus from production # to quality, drive out fear, break down departmental barriers, eliminate slogans and targets, eliminate numeric quotas for workforce, remove barriers to employee pride/annual rating/merit systems, vigorous program of education and self-improvement for everyone ,everyone on board

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6
Q

a procedure that defines and ensure maintenance of standards within prescribed tolerances for a product or service (Thorner and Manning), reactive and output-oriented

A

Quality Assurance (QA)

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7
Q

management philosophy directed at ^ customer satisfaction and promoting positive change and effective cultural enviro for improvement of all org aspects

A

total quality management

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8
Q

focused management philosophy for providing leadership, structure, training, enviro for continuous improvement of all org processes (Shands Hospital)

A

Continuous Quality Improvement

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9
Q

disciplined, data-driven approach for improving quality by removing defects and causes

A

Six Sigma

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10
Q

Japanese philosophy emphasizing incremental and continuous improvement in every aspect of daily life

A

Kaizen

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11
Q

radical redesign of business processes for dramatic improvement

A

reengineering

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12
Q

using less human effort, less space, less capital, less time to make products exactly as customer wants with fewer defects than occur in mass production

A

Lean

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13
Q

what is theory of constraints?

A

concentration on exploiting and elevating constraints that slow production or service

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14
Q

quality design method to help orgs transform the voice of consumer into product or service

A

quality function deployment

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15
Q

Zabel and Avery suggest these 6 components of TQM:

A

intense focus on customer, concern for continual improvement, focus on process, improvement in quality of everything, accurate measurement, empowerment of employees

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16
Q

examples of internal customers?

A

employees and suppliers

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17
Q

TQM usually involves teams of ____

A

employees, a leader, facilitator

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18
Q

what is FACT?

A

fast service, accurate orders with food served, clean restaurant, temperature is right

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19
Q

what is TOE?

A

triad of excellence: quality, servvice, cooperation, plus enviro scan

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20
Q

CQI focuses on ___ not ___

A

processes; people

21
Q

Six sigma is achieved when____?

A

don’t produce more than 3.4 defects per million

22
Q

Six Sigma programs designed using _____ approach to quality improvement

A

DMAIC: define goals, measure current performance, analyze and determine causes of defects, improve process by eliminating defects, control and standardize future process performance

23
Q

Kaizen means ___ and is based on these core elements:

A

“good change”; teamwork, discipline, improved morale, quality circles, suggestions for improvement

24
Q

what are the 5Ss in Kaizen?

A

Sort, Set in Order, Shine, Standardize, Sustain

25
Q

a complete end to end set of activities that together create value for a customer

A

process

26
Q

5 steps in Lean?

A

identify which features create value, doc the value stream, improve flow, let customer pull the product or service thru process, perfect the process

27
Q

what is DOWNTIME?

A

reduce waste: defects, over production, waiting, nonused talent, transportation, inventory, motion, excess processing

28
Q

theory of constraints introduced by:

A

Goldratt

29
Q

what does it mean to elevate a constraint?

A

taking whatever action needed to eliminate it

30
Q

what does Quality Function Deployment do?

A

seek out spoken and unspoken customer needs, uncovers positive qualities that wow customer, translates these into designs, builds and delivers quality product/service focusing on customer satisfaction

31
Q

several tools that managers use to improve process?

A

benchmarking, cause analysis, process analysis, data collection and analysis, project planning

32
Q

comparison against best performance in field

A

benchmarking

33
Q

several tools used for cause analysis:

A

cause and effect diagrams (fishbone), pareto analysis (80/20 rule), root cause analysis, scatter diagrams

34
Q

most common process analysis tools

A

flowcharts, failure mode and effects analysis, value stream mapping

35
Q

tools used for data collection and analysis:

A

check sheets, control charts, histograms, scatter diagrams

36
Q

what is a check sheet?

A

tool for collecting data about observations

37
Q

what is a control chart?

A

graphical record of process performance over time

38
Q

what is the PDCA cycle?

A

plan-do-check-act cycle, model for coordinating process improvements

39
Q

what is FOCUS?

A

find a process to improve, organize a team that knows the process, clarify current knowledge of process, understand causes of process variation, select process improvement

40
Q

what is a Gantt chart?

A

bar chart used to show a project schedule

41
Q

what is the ISO?

A

International Organization for Standardization

42
Q

what are the five broad ISO 9001:2008 sections?

A

general requirements for the quality management system, management responsibilities for quality policies and customer focus and satisfaction, resource management, product realization, measurement/analysis/continual improvement

43
Q

what are the Keys to Excellence for CNPs?

A

adminstration, marketing and communications, nutrition/nutrition education/physical activity, operations

44
Q

what are the joint commission standards?

A

address performance expectations in serveral areas; focus on what an organization does and not what it has; are developed in consultation with healthcare experts, providers, measurement experts, purchasers, consumers

45
Q

criteria for performance excellence?

A

leadership, strategic planning, customer focus, measurement/analysis/knowledge management, workforce focus, ops focus, results

46
Q

nutr status of hospitalized patients can be compromised by these things:

A

failure to detect poor nutrition, poor recording of info about pt nutr status, poor referral systems, fragmented working practices, inadequate educational or training programmes, inadequate ward staffing, confusion over who has primary responsibility for pt nutrition

47
Q

how to determine quality of pt meals?

A

service, cost, safety, taste, nutr, consistency, timeliness

48
Q

feedback tools for quality control?

A

sanitation/safety reports, food/refrigerator temps, assembly and cart delivery time

Nutr 466 (8 decks)

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