Chapter 9: Management of Quality Flashcards
European Quality Award
European award for organizational excellence
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 pertain to the quality and performance of office equipment that contains reused components
Total Quality Management (TQM)
A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.
Fail-safing
Incorporating design elements that prevent incorrect procedures
Quality
The ability of a product or service to consistently meet or exceed customer expectations
Quality of Design
Intention of designers to include or exclude features in a product or service
Quality of Conformance
The degree to which goods or services conform to the intent of the designers
Appraisal Costs
Costs of activities designed to ensure quality or uncover defects
Prevention Costs
Costs of preventing defects from occurring. I.e. training
Failure Costs
Costs caused by defective parts or products or by faulty service
Internal Failures
Failures discovered during production
External Failures
Failures discovered after delivery to the customer
Return on Quality
An approach that evaluates the financial return on investments in quality
Continuos Improvement
Philosophy that seeks to make never-ending improvements to the process of converting inputs and outputs
Kaizen
Japanese term for continuous improvement
Quality at the Source
The philosophy of making each worker responsible for the quality of his or her work
Six Sigma
A business process for improving quality, reducing costs, and increasing customer satisfaction. No more than 3.4 defects per million opportunities in any process, product, or service
DMAIC
A six sigma process: defined measure, analyze, improve, and control
Plan-to-Study-Act (PDSA)
A framework for problem solving and improvement activities
Process Improvement
A systematic approach to improving a process
Pareto Analysis (80-20 Rule)
Technique for classifying problem areas according to degree of importance, and focusing on the most important
Scatter Diagram
A graph that shows the degree and direction of relationship between two variables
Control Chart
A statistical chart of time-ordered values of a sample statistic
Cause-and-Effect Diagram
A diagram used to search for the cause(s) of a problem; also called fishbone diagram
Run Chart
Tool for tracking results over a period of time
