Lecture 8 Flashcards
1
Q
Quality
A
the degree to which the customer’s needs are met
needs can take many forms
the customer determines the elements that define a quality experience
2
Q
Total Quality Management
A
comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback
3
Q
Quality control
A
- one aspect of TQM
- implementation of process to check work/products to see if they meet quality standards
- looking for errors/problems after they have already occurred
4
Q
Benchmarking
A
- comparative process to assess business performance
- an organization can compare its current performance to itself or other similar organizations/businesses
5
Q
Internal Benchmarking
A
- comparing current day performance to past performance
- requires accurate records
6
Q
External Benchmarking
A
-comparison to a similar but external organizations performance
7
Q
Process Mapping
A
- basic quality or process improvement tools
- process mapping involves the creating of workflow diagrams to bring forth a clearer understanding of a process or series of parallel process
- drawing out a process allows the manager to see areas of duplication or inefficiency
8
Q
Pareto Charts
A
- used to identify the most important problem or contributor to a known problem
- a bar graph
- the lengths of the bars represent frequency or cost
9
Q
Cause and Effect Diagrams
A
- fishbone/ishikawa
- identifies many possible causes for an effect or problem
- can be used to facilitate structured brainstorming sessions
10
Q
Run Charts
A
- run charts are graphs of data plotted over time and are one of the most important tools for assessing the effectiveness of change
- benefits: help managers formulate goals by depicting how well/poorly performing
- help in determining when changes truly lead to improvements by displaying a pattern of data that you can observe overtime
- give direction as you work on improvement and info about the value of particular changes
11
Q
Control charts
A
- used to study how a process changes over time
- always has a central line for the average, an upper line for the upper control limit and a lower line for the lower control limit
