Chapter 9: Management of Quality

Question 1

European Quality Award

Answer 1

European award for organizational excellence

Question 2

ISO 9000

Answer 2

A set of international standards on quality management and quality assurance, critical to international business

Question 3

ISO 14000

Answer 3

A set of international standards for assessing a company’s environmental performance

Question 4

ISO 24700

Answer 4

A set of international standards that pertain to the quality and performance of office equipment that contains reused components

Question 5

Total Quality Management (TQM)

Answer 5

A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.

Question 6

Fail-safing

Answer 6

Incorporating design elements that prevent incorrect procedures

Question 7

Quality

Answer 7

The ability of a product or service to consistently meet or exceed customer expectations

Question 8

Quality of Design

Answer 8

Intention of designers to include or exclude features in a product or service

Question 9

Quality of Conformance

Answer 9

The degree to which goods or services conform to the intent of the designers

Question 10

Appraisal Costs

Answer 10

Costs of activities designed to ensure quality or uncover defects

Question 11

Prevention Costs

Answer 11

Costs of preventing defects from occurring. I.e. training

Question 12

Failure Costs

Answer 12

Costs caused by defective parts or products or by faulty service

Question 13

Internal Failures

Answer 13

Failures discovered during production

Question 14

External Failures

Answer 14

Failures discovered after delivery to the customer

Question 15

Return on Quality

Answer 15

An approach that evaluates the financial return on investments in quality

Question 16

Continuos Improvement

Answer 16

Philosophy that seeks to make never-ending improvements to the process of converting inputs and outputs

Question 17

Kaizen

Answer 17

Japanese term for continuous improvement

Question 18

Quality at the Source

Answer 18

The philosophy of making each worker responsible for the quality of his or her work

Question 19

Six Sigma

Answer 19

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

Question 20

DMAIC

Answer 20

A six sigma process: defined measure, analyze, improve, and control

Question 21

Plan-to-Study-Act (PDSA)

Answer 21

A framework for problem solving and improvement activities

Question 22

Process Improvement

Answer 22

A systematic approach to improving a process

Question 23

Pareto Analysis (80-20 Rule)

Answer 23

Technique for classifying problem areas according to degree of importance, and focusing on the most important

Question 24

Scatter Diagram

Answer 24

A graph that shows the degree and direction of relationship between two variables

Question 25

Control Chart

Answer 25

A statistical chart of time-ordered values of a sample statistic

Question 26

Cause-and-Effect Diagram

Answer 26

A diagram used to search for the cause(s) of a problem; also called fishbone diagram

Question 27

Run Chart

Answer 27

Tool for tracking results over a period of time