Chapter 9: ensuring high quality and productivity Flashcards
Productivity
amount of results an organization gets fro a given amount of inputs (output/input)
Quality control
An organizations efforts to prevent or correct defects in its goods/services to improve them in some way
product quality control
improve product itself
process quality control
emphasize doing process well
Statistical quality control
look for defects in finished products/ parts through a selective sampling
Zero defects approach
Everyone works towards an organization free of problems
employee involvement teams
Teams that improve quality in their areas by selecting problems and developing solutions
Six sigma
Highly structures, process oriented quality control method designed to emphasize cost/ profits and aim for 99.9% perfection
Lean enterprise philosophy
- improvement of production through work process
2. identification, elimination of waste through assessment, scheduling and production control tools
Total quality management
Organization wide focus on satisfying customers
PHILIP CROSBY: policies that support commitment to quality
DEMMING: improve design and process
DURAN: organization and departments focus on quality
Baldridge performance excellence award
Award given to a high quality company based on tenants that companies should strive for for high quality and standards
ISO 9000
series of standards adopted by international organizations to spell out acceptable criteria for quality systems *PROCESS FOCUSED
Benchmarking
Comparing to top performers
payback period
how long until investment is profitable
Average rate of return
annual earnings/ $ invested
