Chapter 6 exam 3 Flashcards
Managing quality supports differentiation, low cost and
response strategies
quality helps firms _______ and _______
increase sales and reduce costs
ability of a product or service to meet customer needs.
quality
Marketers say quality is _____: Propose that quality lies in the eyes of the beholder.
user-based
Production managers say quality is ______. quality means conforming to standards and making it right the first time
manufacturing-based
third approach says quality is ______. views quality as a precise and measurable variable.
product-based.
in addition to being critical in operations, quality has other implications, other reasons quality is important. first being_____ that an organization can expect its reputation for quality to follow it.
company reputation.
courts hold organizations that design, produce, or distribute faculty products or services liable for damages or injuries resulting from their use. an implication of quality.
product liability
must meet global quality, design, and price expectations. an implication of quality.
global implications.
quality standard with international recognition. its focus is to enhance success through 8 quality management principles.
ISO 9000
cost of doing things wrong.
cost of quality.
Management principles of ISO 9000:
- Top management leadership
- customer satisfaction
- continual ____
- involvement of people
- process analysis
- use of data-driven decision making
- systems approach to management
- mutually beneficial _____
improvement, supplier relationships.
costs associated wit reducing potential for defective parts or services.
prevention costs
costs related to evaluating products, processes, parts and services.
appraisal costs
costs that result from production of defective parts or services before delivery to customers.
internal failure costs
costs that occur after delivery of defective parts or services.
external failure costs.
Japanese character that symbolizes a broader dimension than quality, a deeper process than education, and a more perfect method than persistence.
Takumi
management of an entire organization so that it excels in all aspects of products and services that are important to the customer.
total quality management
Deming’s Fourteen points for implementing quality improvement:
- create consistency of purpose
- lead to promote change
- build ___ into the product
- build long term relationships
- continuously improve
- start ____
- emphasize ____
quality, training, leadership
14 points cont.
- drive out fear
- break down barriers
- stop haranguing workers
- support, help, and ___
- remove barriers to pride in work
- institute vigorous program of education and self improvement
- put everyone in the company to work on the ______
improve, transformation.
seven concepts of TQM:
- continuous improvement
- six ___
- employee empowerment
- _____
- just in time
- taguchi concepts
- knowledge of TQM tools
sigma, benchmarking
man that developed circular model known as PDCA. works as _____ _______
Walter Shewhart
PDCA stands for
plan, do, check, act
has two meanings; statistical definition of a process that is 99.9997% capable, and it is a program designed to save time, improve quality and lower costs.
six sigma
six sigma is a ___ because it focuses on total customer satisfaction, and it is a ____ because it follows a model known as DMAIC
strategy, discipline
DMAIC stands for
Define, measure, analyze, improves and controls.
enlarging employee jobs so that added responsibility and authority is moved to the lowest level possible in the organization.
employee empowerment
techniques for employee empowerment include:
- build communication networks that include employees
- develop open, supportive _____
- move responsibility to employees
- build a high morale organization
- create formal ___ ____
supervisors, team structures
group of employees who meet regularly with a facilitator to solve work related problems in their work area.
quality circles.
selecting administrated standard of performance that represents the very best performance for a process or activity.
benchmarking
steps for developing benchmarks:
- determine what to benchmark
- form a benchmark team.
- identify benchmarking ___
- collect and ___ benchmarking info.
- take action to match or exceed the benchmark.
partners, analyze
JIT relates to quality in 3 ways:
cuts the cost of quality, ____ quality, better quality means less ___ and better, easier to employ JIT system.
improves, inventory
3 concepts provided by this person to improve product and process quality: quality robustness, target oriented quality and quality loss function.
Taguchi
Products that are consistently built to meet customer needs in spite of adverse conditions in the production process.
quality robustness
math function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants.
quality loss function.
L=D^2C
L= loss to society, D^2= square of distance from the target value
C= cost of deviation at
specific limit.
philosophy of continuous improvement to bring a product exactly on target.
target-oriented quality.
TQM tools: check sheet scatter diagram cause and effect diagram \_\_\_ chart \_\_\_chart
pareto, flow
also known as Ishikawa diagram or fishbone chart, is a schematic technique used to discover possible locations of quality problems.
cause and effect diagram
graphic way of classifying problems by level of importance, referred to as 80-20 rule
Pareto chart
block diagrams that graphically describe a process or system
flowcharts
distribution showing the frequency of occurrences of a variable.
histogram
process used to monitor standards, make measurements, and take corrective action as a product or service is being produced.
statistical process control
graphic representation of process-data over time, with pre-determined control limits.
control charts
means of ensuring an operation is producing at quality level expected
inspection
controlling or monitoring at the point of production or purchase- at the source.
source inspection
translated as foolproof, technique used to ensure production of a good unit every time.
poka-yoke
type of poka-yoke, lists steps needed to ensure consistency and completeness in a task.
checklist
inspection that classifies items as good or defective
attribute inspection
classifications of inspection items as falling on a continuum scale, such as dimension or strength.
variable inspection
training and empowering frontline workers to solve a problem immediately.
service recovery.
LEARN:
Listen, empathize, apologize, react, notify.
