Quality Management and International Standards Flashcards
Quality
The ability of a product or service to meet customer needs
Cost of quality (COQ)
The cost of doing things wrong – that is, the price of nonconformance
ISO 9000
A set of quality standards developed by the International Organization for Standardization
ISO 14000
A series of environmental management standards established by the International Organization for Standardization (ISO)
Total quality management (TQM)
Management of an entire organization so that it excels in all aspects of products and services that are important to the customer
PDCA
A continuous improvement model of plan, do, check, act
Six Sigma
A program to save time, improve quality, and lower costs
Employee empowerment
Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization
Quality circle
A group of employees meeting regularly with a facilitator to solve work-related problems in their work area
Benchmarking
Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity
Quality robust
Products that are consistently built to meet customer needs in spite of adverse conditions in the production process
Quality loss function
A mathematical function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants
Target-oriented quality
A philosophy of continuous improvement to bring a product exactly on target
Cause-and-effect diagram
A schematic technique used to discover possible locations of quality problems
Pareto charts
Graphics that identify the few critical items as opposed to many less important ones
Flowcharts
Block diagrams that graphically describe a process or system
Statistical process control (SPC)
A process used to monitor standards, make measurements, and take corrective action as a product or service is being produced
Control charts
Graphic presentations of process data over time, with predetermined control limits
Inspection
A means of ensuring that an operation is producing at the quality level expected
Source inspection
Controlling or monitoring at the point of production or purchase–at the source
Poka-yoke
Literally translated, “foolproof”; it has come to mean a device or technique that ensures the production of a good unit every time
Attribute inspection
An inspection that classifies items as being either good or defective
Variable inspection
Classifications of inspected items as falling on a continuum scale, such as dimension, or strength
Service recovery
Training and empowering frontline workers to solve a problem immediately
