W2 Managing Quality Flashcards
Define quality
characteristics of a product/service that bear on its ability to satisfy stated/implied needs; free of defects
what are the components of quality?
- defined by customer via satisfaction
- approach to business
- aimed at performance excellence
- increase customer satis.; reduce cycle times and costs; eliminate errors/rework
What are the approaches to quality?
quality assurance (QA)
Total Quality Management (TQM)
Continuous Quality Improvement (CQI)
- reengineering
-lean
What are the characteristics of quality assurance (QA)?
- output oriented
- defining measurable quality standards
- controls in place to ensure standards are met
- reactive process
- predicated on follow up and inspection
Define total quality management (TQM)
- management philosophy directed at improving customer satisfaction
- promote positive change & effective cultural environment for continuous improvement
What are the components of TQM?
- long term organization commitment
- change of processes not people
- focus on customer
- sequential steps to control processes
- empower employees
- team approach to achieve change
What assumption is made when using TQM?
people want to do a good job and concerned about quality
What are the steps of TQM?
identify problem
determine causes
develop measurable improvement
select and implement best solution
collect data to measure improvement
select and implement best solution
collect data to measure results statistically
refine solution and repeat cycle
Define continuous quality improvement (CQI)
reviewing operation on regular basis with goal of finding ways to continually improve processes
What is the re-engineering process?
process: end to end set of activities together create value for customer
improving processes core to business rather than individual tasks
rethinking and radical redesign of business processes to achieve dramatic improvements in performance
Define lean
to maximize customer value while minimizing waste
- creating more value for customers with fewer resources
What are the steps of lean?
- Identify features that create value for customers
- document value stream
- improve flow
- customer pulls product through process
- perfect process
What types of waste are generated with lean thinking?
- excess processing
- non used talent
- defects
- over production
- inventory
- waiting
- motion
- transportation
What is the theory of constraints? What are the types of constraints?
anything that keeps the organization from reaching its goals
physical- capacity of machine/employee
non physical- demand of product/company policies
What is needed for quality standards in institutional food services?
- accreditation of healthcare organizations
- benchmarking within and among organizations
What challenges may arise from implementing quality initiatives?
- pushing productivity may cause quality to suffer
- quality costs more