Total quality management Flashcards
What is conformance to specifications
How well a product/service meets the targets and tolerances determined by its designers
What is fitness for use
a definition of quality that evaluates how well the product performs for its intended use
What are characteristics of manufacturing organizations
Conformance to specifications, performance, reliability, features, durabiliity and serviceability
What are the characteristics of service organizations
intangible factors, consistency, responiveness to customer, courtesy, timlness and atmosphere
What is Walter Shewhart known for
process variablity, developed statistical control charts
What is W Edward Deming known for
stressed managements responsibility for quality, developed 14 points
What is Joseph Juran known for
developed quality as fitness for use concept of cost of quality
What is Felgenbaum known for
concept of total quality control
What is Crosby known fr
coined phrase “quality is free”, introduced zero deficits
What is Ishikawa known for
developed cause and effect diagrams, identified “internal customers”
What is Taguchi known for
product design quality, developed Taguchi loss function
What is the difference between old and new quality
in old, they inspected for quality after production
What are the five ways to define quality
conformance to specifications, fitness for use, value for price pain, support for services, psychological
What are ways of improving quality
PDSA, seven tools of quality control, quality function deployment
What 7 things make up TQM philosophy
Customer focus
Continuous improvement
Employee empowerment
Use of quality tools
Product design (discussed later in Chapter)
Process management (discussed later in Chapter)
Managing supplier quality
Why does TQM fail
lack of genuine quality culture, lack of top management and support, over and underliance on SPC methods
what are seven tools of quality control
cause and effect diagrams, flowcharts, checklists, control charts, scatter diagrams, parelto analysis, histograms
what is a cause and effect diagram
focused on solving quality problem, used by teams
what is a flowchart
schematic diagrams, used to document detailed steps,first step in process
what is a checklist
simple data check off sheet, designed to identify type of quality problem at each workstation
what is a control chart
key in statistical process control, used to show when process if out of control
what is a scatter diagram
graph to show how variables are related
what is a parelto analysis
displays the degree of importance for each element, often called the 80/20 rule
what is a histogram
shows whether it is skewed or symmetrical
