Management of Quality Flashcards
The ability of a good or service to consistently meet or exceed customer expectations.
quality
Monitoring, testing, and correcting quality problems after they occur.
quality control
Providing confidence that a product’s quality will be good by preventing defects before they occur.
quality assurance
Never-ending improvements to key processes as part of total quality management.
continuous improvement
Performance, aesthetics, special features, conformance, reliability, durability, perceived quality, and serviceability.
dimensions of quality of goods
The degree to which produced goods or services conform to the specifications of the designers.
conformance to design specifications during production
Costs caused by defective parts or products.
failure costs
Failures discovered during production.
internal failures
Failures discovered after delivery to the customer.
external failures
Costs of inspection and testing.
appraisal (detection) costs
Costs of preventing defects from occurring.
prevention costs
Every employee is responsible for his own work.
quality at the source
The philosophy that any level of defects is too high.
zero defects
The international standard for a quality management system, critical to international business.
ISO 9001
A set of international standards for assessing a company’s environmental performance.
ISO 14000
A quality management system designed for food processors.
HACCP
An approach to quality management that involves everyone in an organization in quality management and continual effort to improve quality and customer satisfaction.
total quality management (TQM)
Incorporating process design elements that prevent mistakes.
Poka-yoke (fail-safeing)
The problem-solving and quality improvement methodology used in the continuous improvement.
plan-do-study-act (PDSA) cycle
A more sophisticated statistical approach to problem solving and quality improvement than used in the PDSA cycle of the continuous improvement.
Six Sigma
A diagram of the steps in a process.
process flow diagram
A sheet of paper that provides a format for recording and organizing data in a way that facilitates collection and analysis.
check sheet
A chart of the frequency distribution of observed values.
histogram
Technique for focusing attention on the most important problem (or opportunity for improvement).
Pareto analysis
