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TQM > Long Test 1: Intro > Flashcards

Long Test 1: Intro Flashcards

1
Q

American Society for Quality Control defines _____ as subjective term for which each person can have his or her own definition.

A

Quality

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2
Q

In technical usage, quality can be defined as:

A

The ability of the product or service to satisfy the stated or implied needs.
A product or service which is free from deficiencies.

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3
Q

Quality can be quantified as?

A

Q = P/E

Quality
Performance
Expectations

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4
Q

What are the dimensions of quailty

A
  1. Performance
  2. Features
  3. Conformance
  4. Reliability
  5. Durability
  6. Serviceability
  7. Aesthetics
  8. Perceived Quality
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5
Q

Primary product characteristic

A

Performance

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6
Q

Secondary characteristic / function of a product.

A

Features

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7
Q

Meeting the specifications or industry standard.

A

Conformance

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8
Q

The probability of a product performing its intended duty under stated conditions without failure for a given period of time.

A

Reliability

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9
Q

Lifetime of a product which includes repair.

A

Durability

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10
Q

Ease of repair.

A

Serviceability

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11
Q

The external finish given to a product to attract the customer.

A

Aesthetics

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12
Q

Refers to how the customer feels about the quality.

A

Perceived Quality

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13
Q

Manufacturing VS Service

A

Manufacturing produce tangible product, Service is experienced

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14
Q

5 Service Quality

A
  1. Tangibles
  2. Reliability
  3. Responsiveness
  4. Assurance
  5. Empathy
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15
Q

Physical features of the service being provided.

A

Tangibles

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16
Q

refers to the ability to provide the service as it was promised on a regular basis

A

Reliability

17
Q

responding to customers in a timely manner.

A

Responsiveness

18
Q

Customers have to be able to trust that service providers are knowledgeable about the service they are providing.

A

Assurance

19
Q

The ability to understand and relate to the customer’s feelings.

A

Empathy

20
Q

Define TQM

A

Total - Made up of the whole
Quality - Degree of excellence
Management - Act of planning,
controlling, leading, organizing

21
Q

Managing the whole to achieve excellence.

A

TQM

22
Q

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.

A

TQM

23
Q

A committed and involved management to provide long-term top-to-bottom organizational support.

A

Top Mgmt

24
Q

We must listen to the “voice of the customer”.

A

Focus on Customer

25
Q

Effective involvement and utilization of the entire work force.

A

Employee involvement

26
Q

Continuous improvement of the business and production process.

A

Continuous improvement

27
Q

Treating suppliers as partners.

A

Partnership with suppliers

28
Q

Establish performance measures for the processes.

A

Performance Measures

29
Q

Craftsmen across medieval Europe were organized into unions called? What era?

A

guilds, The Craftsmanship Era (Up to 1900)

30
Q

Standardization, Mass Production & Quality Assurance (1900-1930)
Formation of ______and increase use of _______

A

Formation of factories and increase use of automation

31
Q

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.

A

Inspectors

32
Q

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.

A

Walter A. Shewhart

33
Q

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.

A

Dr. William Edwards Deming

34
Q

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.

A

Dr. Joseph Juran

35
Q

In 1960, the first _____________ were formed for the purpose of quality improvement. Simple statistical techniques were learned and applied by _________.

A

quality control circles; applied by Japanese Workers

36
Q

The Malcolm Baldrige National Quality Award

A

was established and became the means to measure TQM.

37
Q

Criteria for The Malcolm Baldrige National Quality Award:

A

Leadership
Strategic Planning
Customer & Market Focus
Measurement, analysis, & knowledge management
Human Resource Focus
Process Management
Business/organizational performance results

TQM (6 decks)

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