chpt 19 Flashcards
1
Q
what does ASQ stand for
A
American society for Quality
2
Q
How does ASQ define quality
A
the totality of features and characteristic of a product or service that bears on its ability to satisfy given needs
3
Q
How do you define ASQ quality in other terms
A
Quality measures how well a product or service meets customers needs
- to be competitive businesses must strive for high level of quality
- customer driven focus
4
Q
What is TQ
A
Total Quality
5
Q
Describe TQ
A
people focused management system
- aims at continual increase in customer satisfaction at continually lower real costs
- integral part of high-level strategy
- works horizontally across function and departments
- involves all employees, top to bottom also includes, supply chain and customer chain
6
Q
What 3 Quality Management Principles is TQ Based on
A
- a focus on customers and stakeholders
- participation and teamwork throughout the organization
- focus on continuous improvement and learning
7
Q
What are the 3 quality management frameworks
A
- Malcolm Baldridge quality award
- ISO 9000 standards
- Six sigma Philosophy
8
Q
Explain the Malcolm Baldrige National Quality Award
A
- Given by president of USA
- Judged to be outstanding in 7 areas
- leadership
- strategic planning
- customer and market focus
- Measurement
- Analysis
- Knowledge Management
- Human Resource focus
- Process management
- Business results
