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OSCM 306 > Chapter 9: Management of Quality [EXAM 2] > Flashcards

Chapter 9: Management of Quality [EXAM 2] Flashcards

1
Q

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

A

Quality

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2
Q

Father of statistical quality control, and is responsible for control charts and variance reduction.

A

Walter Shewart

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3
Q

Creator of special vs. common cause variation.

A

Edwards Deming

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4
Q

Writer of the Quality Control Handbook

A

Joseph Juran

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5
Q

Believed that quality is a total field.

A

Armand Feigenbaum

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6
Q

Writer of Quality if Free

A

Philip B. Crosby

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7
Q

Creator of the Cause-and-Effect Diagram

A

Kaoru Ishikawa

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8
Q

Creator of the Taguchi loss function.

A

Genichi Taguchi

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9
Q

Developed philosophy and methods of kaizen.

A

Taiichi Ohno and Shigeo Shingo

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10
Q

Dimension of Product Quality which is the main characteristics of the product.

A

Performance

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11
Q

Dimension of Product Quality which is appearance, feel, smell, and taste.

A

Aesthetics

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12
Q

Dimension of Product Quality. Extra characteristics.

A

Special Features

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13
Q

Dimensions of Product Quality. How well the product conforms to design specifications.

A

Conformance

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14
Q

Dimension of Product Quality. Consistency of performance.

A

Reliability

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15
Q

Dimension of Product Quality. The useful life of the product.

A

Durability

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16
Q

Dimension of Product Quality. Indirect evaluation of quality.

A

Perceived Quality

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17
Q

Dimension of Product Quality. Handling of complaints or repairs.

A

Serviceability

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18
Q

Dimension of Product Quality. Quality does not vary.

A

Consistency

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19
Q

Dimension of Service Quality. The ability to perform a service dependably, consistently, and accurately.

A

Reliability

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20
Q

Dimension of Service Quality. Willingness to help customers in unusual situations and to deal with problems.

A

Responsiveness

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21
Q

Dimension of Service Quality. The speed with which the service is delivered.

A

Time

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22
Q

Dimension of Service Quality. Knowledge exhibited by personnel and their ability to convey trust and confidence.

A

Assurance

23
Q

Dimension of Service Quality. The way customers are treated by employees.

A

Courtesy

24
Q

Dimension of Service Quality. The physical appearance of facilities, equipment, personnel, and communication materials.

A

Tangibles

25
Q

Dimension of Service Quality. The ability to provide the same level of good quality repeatedly.

A

Consistency

26
Q

Dimension of Service Quality. To meet (or exceed) customer expectation.

A

Expectancy

27
Q

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

A

Quality of Design

28
Q

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

A

Quality of Conformance

29
Q

Increase the likelihood that a product will be used for its intended purpose and in such a way that it will continue to function properly and safely.

A

Ease-of-Use and User Instructions

30
Q

Taking care of issues and problems that arise after the sale.

A

After-the-Sale Service

31
Q

Costs of activities designed to ensure quality or uncover defects.

A

Appraisal Costs

32
Q

All TQ training, planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring.

A

Prevention Costs

33
Q

Costs incurred by defective parts/products or faulty services.

A

Failure Costs

34
Q

Costs incurred to fix problems that are detected before the product/service is delivered to the customer.

A

Internal Failure Costs

35
Q

All costs incurred to fix problems that are detected after the product/service is delivered to the customer.

A

External Failure Costs

36
Q

Competition created to stimulate efforts to improve quality, recognize successful programs, and publicize successful programs.

A

The Baldrige Competition

37
Q

Set of international standards on quality management and quality assurance, critical to international business.

A

ISO 9000

38
Q

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

A

ISO 14000

39
Q

pertains to the quality and performance of office equipment that contains reused components.

A

ISO 24700

40
Q

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

A

Total Quality Management

41
Q

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

A

Continuous Improvement

42
Q

Japanese word for continuous improvement.

A

Kaizen

43
Q

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

A

Quality at the Source

44
Q

A systematic approach to improving a process.

A

Process Improvement

45
Q

A business process for improving quality, reducing costs, and increasing customer satisfaction.

A

Six Sigma

46
Q

A diagram of the steps in a process.

A

Flowchart

47
Q

A tool for organizing and collecting data; a tally of problems or other events by category.

A

Check Sheet

48
Q

A chart that shows an empirical frequency distribution.

A

Histogram

49
Q

A diagram that arranges categories from highest to lowest frequency of occurence.

A

Pareto Chart

50
Q

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

A

Scatter Diagram

51
Q

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

A

Control Chart

52
Q

A diagram used to organize a search for the cause(s) of a problem; also known as a fishbone diagram.

A

Cause-and-Effect Diagram

53
Q

Groups of workers who meet to discuss ways of improving products or processes.

A

Quality Circles

54
Q

Chart used to track values of a variable over time.

A

Run Chart

OSCM 306 (5 decks)

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