D.8 Quality management Flashcards
Select appropriate, effective and efficient quality management methodologies.
What does ISO define as ‘quality’?
The totality of features and characteristics of products and services that bear on its ability to satisfy stated or implied needs.
This definition emphasizes that quality is about meeting user expectations, not just manufacturer intentions.
What is the first challenge of quality management?
Defining quality meaningfully.
This requires careful and inclusive consideration of market segmentation.
What does ‘quality management’ refer to?
Any activity to maintain or improve quality.
It involves implementing policies, objectives, and processes to enhance quality.
What is a ‘quality management system’?
A system put in place to implement policies, objectives, and processes to improve quality.
This system is essential for managing and delivering quality.
What is the premier international standard for quality management systems?
ISO 9001:2015.
It is applicable to any organization, regardless of size or industry.
How does ISO define a quality management system?
A set of interrelated or interacting elements to establish the overall intentions and direction of an organization related to quality.
This definition highlights that the system must integrate with all parts of the organization.
List the ISO 9001:2015 quality management principles.
- Customer focus
- Leadership
- People
- Processes
- Improvement
- Evidence-based decision making
- Relationship management
These principles guide organizations in achieving quality.
What does the process model of ISO 9001:2015 include?
- Articulating the organizational context
- Leading
- Planning and risk management
- Supporting the quality management system
- Operating the quality management system
- Evaluating performance
- Continuously improving the quality management system
Each step is crucial for effective quality management.
What are the two methodologies combined in Lean Six Sigma?
- Lean
- Six Sigma
Lean focuses on value creation with fewer resources, while Six Sigma focuses on reducing variability and defects.
What is the DMAIC cycle in Lean Six Sigma?
- Defining the problem
- Measuring
- Analyzing
- Improving
- Controlling
This cycle is essential for quality improvement.
What are the ‘Ten Commandments’ of Lean Six Sigma?
- Aligning methodology with strategic goals
- Meaningful project selection
- Assigning top talent
- Assigning top leadership
- Providing training and resources
- Recognizing and rewarding improvements
- Emphasizing sustainability
- Linking to organizational learning
- Linking to environmental sustainability
- Continuously assessing alignment with quality management
These commandments guide the effective implementation of Lean Six Sigma.
What is Total Quality Management (TQM)?
A management technique based on the idea that all employees continuously improve their ability to provide on-demand products and services of value to customers.
TQM emphasizes a customer-focused approach to quality.
List the eight principles of Total Quality Management.
- Customer focus
- Total employee commitment
- Process approach
- Integrated systems
- Strategic and systemic approach
- Continual improvement
- Fact-based decision-making
- Communications
These principles are foundational to TQM.
What cycle is associated with TQM and who is it attributed to?
Plan-Do-Check-Act (PDCA) cycle, attributed to Walter Shewhart.
This cycle is fundamental in quality management practices.
What shift has occurred in the popularity of TQM since the early 2000s?
A shift from TQM itself to the tools, techniques, and core values needed to implement TQM and build a quality culture.
This indicates a maturation of TQM practices.
What are common steps in quality management methodologies?
- Commencing with customer expectations
- Identifying a problem or opportunity for improvement
- Assessing current performance
- Undertaking causal analysis
- Developing and implementing solutions
- Measuring, monitoring, and evaluating progress
- Sustaining or modifying solutions
These steps reflect the consistent approaches across various quality management methodologies.
