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ENGINEERING MANAGEMENT > Service and Quality Management > Flashcards

Service and Quality Management Flashcards

1
Q

business activities that are performed to satisfy customer needs, where the major end product is customer experience and not a physical article

A

Service

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2
Q

the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs.

A

Quality

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3
Q

basic operating characteristics of a product

A

Performance

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4
Q

“extra” items added to the basic features (such as stereo CD or leather interior of a car)

A

Features

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5
Q

probability that a product will perform properly within an expected time frame

A

Reliability

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6
Q

degree to which a product meets pre-established standards

A

Conformance

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7
Q

how long products last before replacement

A

Durability

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8
Q

ease of getting repairs
speed of repairs
courtesy and competency of repair person

A

Serviceability

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9
Q

how a product looks, feels, smells, sounds, or taste

A

Aesthetic

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10
Q

assurance that a customer wont suffer injury or harm from a product

A

Safety

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11
Q

subjective perceptions based on brand name

A

Perceptions

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12
Q

How long a customer must wait for its service and if its completed on time

A

Time and Timeliness

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13
Q

Is the service performed right every time?

A

Accuracy

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14
Q

how well does the company react to unusual situations?

A

Responsiveness

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15
Q

“best” level of quality achievement one company seeks to achieve

A

Best practices

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16
Q

a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs.

A

Quality Function Deployment (QFD)

17
Q

begins with product planning; continues with product design and process design; and finishes with process control, quality control, testing, equipment maintenance, and training

A

Quality Function Deployment process

18
Q

the term used to describe the stated and unstated customer needs or requirements.

captured in a variety of ways: direct discussion or interviews, surveys, focus groups,customer specifications,observation, warranty data, field reports, etc

A

Voice of Customer (VOC)

19
Q

Stages of excellence

A
  1. Strategy
  2. Leadership practices
  3. Service organization
  4. People
  5. Process
  6. Technology
  7. Measurement
20
Q

Refers to the understanding of the market and the competition to develop a differentiation for long-term competitive advantage

A

Strategy

21
Q

Many companies struggle to even recognize that service can be an excellent differentiating factor; the leaders leverage it extensively to create more value

A

Leadership Practices

22
Q

The more mature organizations look at it as their customer’s pulse and the voice that helps shape future products and services to be delivered.

A

Service Organization

23
Q

the individuals who are part of an organization, including employees, stakeholders, and customers

A

People

24
Q

This reflects the importance of obtaining feedback from customers to determine how well their needs are being met. More advanced-stage organizations embed customer feedback as a routine process

A

Process

25
Q

Refers to how much technology to use and how efficient and user-friendly it is for customer. The advancement of technology have the potential to increase the service level at a lower cost

A

Technology

26
Q

This is a reflection on accountability and how the service provider measures its performance. The progressive organizations not only create qualitative and quantitative scorecards, but also link its performance to pay

A

Measurement

27
Q

development of essential processes, ideas, theories and tools that are central to organizational development, change management,and the performance improvement that are generally desired for individuals’, teams’ and organizations’ continued success.

A

Quality Management

28
Q

The initial stage of creating the master design of an expected result

A

Quality Planning

29
Q

The purposeful change of a process to improve the reliability of achieving an outcome

A

Quality Improvement

30
Q

The ongoing effort to maintain the integrity of aprocess to maintain the reliability of achieving anoutcome

A

Quality Control

31
Q

The planned or systematic actions necessary to provide enough confidence that a product or service will satisfy the given requirements

A

Quality Assurance

32
Q

7 Types of Quality Controls

A
  1. Pareto Analysis
  2. Flow Chart
  3. Check Sheet
  4. Histogram
  5. Scatter Diagram
  6. Control Chart
  7. Cause and Effect Diagram
33
Q

a type of diagram that represents a workflow or process
can also be defined as a diagrammatic representation of an algorithm, a step-by-step approach to solving a task.

A

Flowchart

34
Q

a simple document that is used for collecting data in real-time and at the location where the data is generated. The document is typically a blank form that is designed for the quick, easy, and efficient recording of the desired information, which can be either quantitative or qualitative

A

Check Sheet

35
Q

graphs pairs of numerical data, with one-variable on each axis, to look for a relationship between them.

A

Scatter Diagram

36
Q

a graph used to study how a process changes over time. Data are plotted in time order.

A

Control Chart

37
Q

examines why something happened or might happen by organizing potential causes into smaller categories.

A

Cause and Effect Diagram

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