TQM Flashcards
what is TQM
An organization-wide effect to achieve high product quality based on 3 guiding principles
what are the 3 guiding principles
- customer focus
2.continual improvement - total participation and teamwork
what are the stages of TQM
- quality inspection
2.quality control
3.quality assurance - TQM
what are the 3 implementation issues
- lack of genuine quality culture
- lack of top management support and commitment
- over-or - under reliance on quality tools
what is the six sigma
a high level of product quality with 3.4 defective parts per million
what is six sigma program
a quality management program with clear business goals
how are the six sigma program goals achieved?
1.cutting poor quality improvement
2. rewarding employees for quality improvement
3. training employees—> six sigma black belt certification
4.applying a scientific methodology: DMAIC, statistics, computers
what is the DMAIC model
- Define problem
-measure characteristics - analyze
- improve
-control
what did shewart do?
promoted SPC, shewart cycle
what did demming do?
demming wheel, 14 point management philosophy, japan–> demming prize
what did Juuan do?
quality control handbook, quality trilogy, cost of quality
what did crosby do?
cost of poor quality, zero defects, quality is free
what did feigenbaum do?
cause and effect diagram
what is the ISO?
a network of national standards institutes of 146 countries
what does the 9000 series highlight
quality management
