Concept of Quality Flashcards
What is a primary need for a product?
Utmost customer satisfaction
What should products and services do to improve market share?
Meet or exceed customer expectations
How do customers assess products before purchasing?
They calculate whether the product/service is worth the money
What is the operational vision of quality?
Getting products/services manufactured to specifications tailored to their prices
What is the effect of quality from a customer’s perspective?
It is based on their comparison of the received product with their expectations
What leads to customer dissatisfaction?
When the delivered product is not as good as promised by sales and marketing
What are the two main factors affecting quality?
- Customer expectations
- Actual product/service received
What is essential for the profitability and overall growth of a business?
Investment in new products and services
What does the development process of products/services involve?
Phased and planned development of the organization
What is the priority in product development?
Customer satisfaction
What must justify the costs of new product features?
Commercial gain or additional costs for the client
Fill in the blank: The main characteristics of a product or service refer to its _______.
Functionality
What is measured to determine product reliability?
Mean time between failures (MTBF)
What does usability in product quality refer to?
The client’s ability to use the product without expert help
What does maintainability indicate about a product?
How easily it can be kept in its original state
What does efficiency in product quality refer to?
Effectiveness of resource use
What is portability in the context of product quality?
The ability of software to transfer from one environment to another
What is a key focus of service quality?
Customer satisfaction
What is crucial for understanding service quality?
Correct understanding of the client’s requirements
What is important in designing quality services?
Addressing a specific need or problem
What is essential for the success of service delivery?
Quality of service delivery
What does the quality of customer service focus on?
Meeting customer needs and understanding implicit requirements
What kind of software requires a complete, specific program?
Software developed for an organization
What is a key criterion for success in service-based industries?
Quality of service delivery
Who is regarded as the father of scientific management?
Frederick Taylor
Taylor conducted time and motion studies in the 1920s, laying the foundation for the total quality movement.
What did Dr. W. Edwards Deming emphasize regarding productivity?
Higher productivity stems from enhanced quality in all processes
His philosophy focuses on reducing costs through upgraded quality standards.
What is the System of Profound Knowledge according to Deming?
Integrates knowledge of systems, variation, psychology, and theory of knowledge
It aims to enhance organizational effectiveness.
What are Deming’s 14 Points for Total Quality Management?
A framework for quality improvement including:
* Continuous system enhancement
* Leadership development
* Elimination of numerical quotas
What does the PDCA cycle stand for?
Plan-Do-Check-Act
It is a structured approach for continuous evaluation and improvement.
What is the Quality Trilogy introduced by Dr. Joseph Juran?
Includes:
* Quality Planning
* Quality Control
* Quality Improvement
What is Philip Crosby’s definition of quality?
Quality is conformance to requirements, not just goodness
He emphasized prevention over appraisal and zero defects as the performance standard.
What is the Taguchi Loss Function?
Quantifies deviation from target quality levels
Developed by Genichi Taguchi.
What does Robust Design aim to achieve?
Reduces variations and enhances product reliability
This concept is also attributed to Genichi Taguchi.
What is Total Quality Control (TQC) as introduced by Armand V. Feigenbaum?
Emphasizes that achieving quality the first time is cost-effective and critical for long-term success.
What is the Ishikawa (Fishbone) Diagram used for?
Identifies root causes of quality issues
Developed by Dr. Kaoru Ishikawa.
What is the purpose of Quality Circles?
Promotes employee involvement in quality improvement.
What contributions did Shigeo Shingo make to the Toyota Production System?
Developed:
* Poka-Yoke (Mistake-Proofing)
* Just-in-Time (JIT) production
* Single-Minute Exchange of Die (SMED)
What are the main principles of Frederick Taylor’s scientific management?
Emphasized:
* Scientific study of tasks
* Systematic worker selection and training
* Cooperation between management and workers
* Division of labor for optimal efficiency
What are the eight critical dimensions of quality identified by Garvin?
Includes:
* Performance
* Reliability
* Durability
* Serviceability
* Aesthetics
* Features
* Perceived Quality
* Conformance to Standards
What is the relationship between productivity and quality management?
Productivity and quality management are crucial for competitiveness.
What are key strategies for productivity improvement?
Includes:
* Process Analysis
* Industry Benchmarking
* Performance Measurement
* Built-in Quality Tests
Fill in the blank: Quality management leads to _______ costs, enhanced reliability, and customer satisfaction.
reduced
