Long Test 1: Intro Flashcards
American Society for Quality Control defines _____ as subjective term for which each person can have his or her own definition.
Quality
In technical usage, quality can be defined as:
The ability of the product or service to satisfy the stated or implied needs.
A product or service which is free from deficiencies.
Quality can be quantified as?
Q = P/E
Quality
Performance
Expectations
What are the dimensions of quailty
- Performance
- Features
- Conformance
- Reliability
- Durability
- Serviceability
- Aesthetics
- Perceived Quality
Primary product characteristic
Performance
Secondary characteristic / function of a product.
Features
Meeting the specifications or industry standard.
Conformance
The probability of a product performing its intended duty under stated conditions without failure for a given period of time.
Reliability
Lifetime of a product which includes repair.
Durability
Ease of repair.
Serviceability
The external finish given to a product to attract the customer.
Aesthetics
Refers to how the customer feels about the quality.
Perceived Quality
Manufacturing VS Service
Manufacturing produce tangible product, Service is experienced
5 Service Quality
- Tangibles
- Reliability
- Responsiveness
- Assurance
- Empathy
Physical features of the service being provided.
Tangibles
refers to the ability to provide the service as it was promised on a regular basis
Reliability
responding to customers in a timely manner.
Responsiveness
Customers have to be able to trust that service providers are knowledgeable about the service they are providing.
Assurance
The ability to understand and relate to the customer’s feelings.
Empathy
Define TQM
Total - Made up of the whole
Quality - Degree of excellence
Management - Act of planning,
controlling, leading, organizing
Managing the whole to achieve excellence.
TQM
An organization-wide philosophy with its core values centered on continually improving the quality of its product and services and the quality of its processes to meet and exceed customer expectations.
TQM
A committed and involved management to provide long-term top-to-bottom organizational support.
Top Mgmt
We must listen to the “voice of the customer”.
Focus on Customer
Effective involvement and utilization of the entire work force.
Employee involvement
Continuous improvement of the business and production process.
Continuous improvement
Treating suppliers as partners.
Partnership with suppliers
Establish performance measures for the processes.
Performance Measures
Craftsmen across medieval Europe were organized into unions called? What era?
guilds, The Craftsmanship Era (Up to 1900)
Standardization, Mass Production & Quality Assurance (1900-1930)
Formation of ______and increase use of _______
Formation of factories and increase use of automation
Standardization, Mass Production & Quality Assurance (1900-1930)
Solution to: Concentration of semi and unskilled workers in the factories was compounded further by the diversity of the spoken language of immigrant workers.
Inspectors
American statistician who worked for the Bell Telephone Company.
He realised that inspection after the event was not a good way of insuring quality.
In 1924, he invented the control chart.
Walter A. Shewhart
Referred to as the “Father of the Third Industrial Revolution”.
He taught statistical process control and the importance of quality to the leading CEO’s of Japanese Industry.
Dr. William Edwards Deming
Like Deming, has been bestowed with Imperial honours in recognition of his contribution to Japan’s industrial success.
Believed in management of Quality thus concentrated his efforts on executive and senior management.
Dr. Joseph Juran
In 1960, the first _____________ were formed for the purpose of quality improvement. Simple statistical techniques were learned and applied by _________.
quality control circles; applied by Japanese Workers
The Malcolm Baldrige National Quality Award
was established and became the means to measure TQM.
Criteria for The Malcolm Baldrige National Quality Award:
Leadership
Strategic Planning
Customer & Market Focus
Measurement, analysis, & knowledge management
Human Resource Focus
Process Management
Business/organizational performance results
