Chapter 9 Key Terms Flashcards
appraisal costs
costs of activities designed to ensure quality or uncover defects
Baldrige Award
annual award given by the U.S. government to recognize quality achievements of U.S. companies
benchmarking
process of measuring performance against the best in the same or another industry
brainstorming
technique for generating a free flow of ideas in a group of people
cause-and-effect (fishbone) diagram
a diagram used to search for the cause(s) of a problem
check sheet
a tool for recording and organizing data to identify a problem
continuous improvement
philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs
control chart
a statistical chart of time-ordered values of a sample statistic
Deming Prize
prize established by the Japanese and awarded annually to firms that distinguish themselves with quality management programs
DMAIC
a six-sigma process: define, measure, analyze, improve, and control
European Quality Award
European award for organizational excellence
external failures
failures discovered after delivery to the customer
fail-safing
incorporating design elements that prevent incorrect procedures
failure costs
costs caused by defective parts or products or by faulty services
flowchart
a diagram of the steps in a process
histogram
a chart of an empirical frequency distribution
internal failures
failures discovered during production
ISO 9000
a set of international standards on quality management and quality assurance, critical to international business
ISO 14000
a set of international standards for assessing a company’s environmental performance
ISO 24700
a set of international standards that pertains to the quality and performance of office equipment that contains reused components
kaizen
Japanese term for continuous improvement
lean/six sigma
an approach to continuous improvement that integrates lean operation principles and six-sigma techniques
Pareto analysis
technique for classifying problem areas according to degree of importance, and focusing on the most important
plan-do-study-act (PDSA) cycle
a framework for problem solving and improvement activities
prevention costs
costs of preventing defects from occurring
process improvement
a systematic approach to improving a process
quality
the ability of a product or service to consistently meet or exceed customer expectations
quality at the source
the philosophy of making each worker responsible for the quality of his or her work
quality circles
groups of workers who meet to discuss ways of improving products or processes
quality of conformance
the degree to which goods or services conform to the intent of the designers
quality of design
intention of designers to include or exclude features in a product or service
return on quality
an approach that evaluates the financial return of investments in quality
run chart
tool for tracking results over a period of time
scatter diagram
a graph that shows the degree and direction of relationship between two variables
six sigma
a business process for improving quality, reducing costs, and increasing customer satisfaction
total quality management (TQM)
a philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction
