Chapter 2 - Quality Advocates Flashcards
Variation present in a process due to the very nature of the process.
Controlled Variation/Common Causes
Comes from sources external to the process
Uncontrolled Variation/Assignable Causes
Users of the cycle study a problem and plan a solution.
The Plan Phase
The solution is implemented during the
Do Phase
The results of the change to the process are studied.
Study Phase
When the results of the Study Phase reveal that the root cause of the problem had been isolated and removed from the process permanently, the changes are made permanent.
Act Phase
The four interrelated parts of a system of profound knowledge
An appreciation for a system
Knowledge of variation
Theory of knowledge
Psychology
The development of methods to stay in tune with the customers needs and expectations
Quality Planning
Involves comparing products produced with goals and specifications
Quality Control
Involved the ongoing process of improvement necessary for he company’s continued success
Quality Improvement
Crosby’s Four Absolutes
Quality Definition: Conformance to Requirements
Quality System: Prevention of Defects
Quality Performance Standard: Zero Defects
Quality Measurement: Costs of Quality
One who receives a product or service that meets his/her expectations the first time
A Successful Customer
When steps have to be taken to rework or redo the product/service the person is a
Satisfied Customer
Crosby’s Five Erroneous Assumptions
Quality means goodness, luxury, shininess, or weight
Quality is intangible and not measurable
There exists and economics of quality
Workers are the cause of poor quality
Quality originates in the quality department
Teams that meet to solve quality problems related to their own work
Quality Circles
