Chapter 9 Flashcards
Charecteristics of product or service that impacts whether or not it can consistently meet or exceed customer expectations
Dimensions of Quality
Dimension of Quality in relation to products (8)
- Aesthetics
- Conformance
- Durability
- Performance
- Quality
- Reliability
- Serviceability
- Special Features
Dimensions of Quality in relation to services? (8)
- Convince
- Consistency
- Courtesy
- Time
- Tangibles
- Reliability
Business Decisions that impact the ability of product or service to consistently? meet or exceed customer expectations?
Determinants of Quality
Determinants of Quality-Types (4)
- Conforming
- Quality
- Easy to use
- Customer Service after the sale
What are the three quality related costs?
- Appraisal Costs- designed to uncover defects
- Prevention Costs- designed to prevent defects
- Failure Costs- internal costs and external costs
A management philosophy that seeks to include everyone in the business in a continuous effort to improve quality?
TQM Total Quality Management
TQM steps (5)
- Research
- Design product
- Design Process
- Track process
- Extend quality management through supply chain
Individuals responsible for promotion the importance and value of total quality management?
Quality Champions
To solve problems by achieving a group consensus is a_________approach?
Team
Making each employee responsible for his or her work the first time?
Source Quality
Giving employees responsibility to make the improvements
Employee empowerment
Decision making based on collection of and analysis of data?
Fact Based Decision making
Studying a business and noticing it excelling in a certain area will lead you to the same in your business….
Benchmarking
TQM Obstacles (4)
- Some managers might believe in “quick fixes”
- Short goals rather than long term goals
- Poor communication
- Lack of support, empowerment, plan, quality, customer focus
What is used to diagram steps in a process?
Flow chart
What is used to record and organize data to identify and understand problems?
Check sheet
Used to determine if there is a correlation between values of two variables?
Scatter diagram
Used to chart frequency distribution
Histogram
Used to make sure focus is on the problem areas?
Pareto Analysis
Structured approach to find the causes of the problem?
Cause and Effect Diagram
Use to study time ordered values of a sample statistic to determine if process values are random or non random
Control charts
What is a six sigma?
Process that is used to improve quality by eliminating defects, created in the ’80s
What is a lean six sigma
Reduces defects similar to the six sigma but it also at the same time reduces resource use and time, created in the 2000s
Informal group of employees that discuss ways to improve quality
Quality circles
What is the ISO
International Standards Organization, it works to improve standards of products
International standards for quality management and quality assurance
ISO 9000
International standard for assessing a company’s environmental performance
ISO 14000
What is quality?
Ability of a product to meet the customers expectations
