OM CH 5 Total Quality Management – Flashcards
62 test answers
Unlock all answers in this set
Unlock answers 62question
evaluation of usefulness vs. price paid.
answer
Value for Price Paid
Unlock the answer
question
quality of support after sale.
answer
Support services
Unlock the answer
question
ambiance, prestige, friendly staff.
answer
Psychological criteria
Unlock the answer
question
conformance to specifications, performance, reliability, features, durability, serviceability
answer
Manufacturing quality
Unlock the answer
question
which is the degree to which a product characteristic meets preset standards.
answer
Conformance to specifications
Unlock the answer
question
such as acceleration of a vehicle.
answer
Performance
Unlock the answer
question
that the product will function as expected without failure.
answer
Reliability
Unlock the answer
question
the extras that are included beyond the basic characteristics.
answer
Features
Unlock the answer
question
the expected operational life of the product.
answer
Durability
Unlock the answer
question
how readily a product can be repaired.
answer
Serviceability
Unlock the answer
question
intangible factors, consistency,responsiveness to cusomer needs, courtesy/friendliness, timeliness/promptness, atmosphere
answer
Service Quality
Unlock the answer
question
makes defining quality difficult.
answer
Intangible factors
Unlock the answer
question
the degree to which the service is the same each time.
answer
Consistency
Unlock the answer
question
needs attentive to needs and complaints.
answer
Responsiveness to customer needs
Unlock the answer
question
of staff.
answer
Courtesy/friendliness
Unlock the answer
question
in resolving complaints.
answer
Timeliness/promptness
Unlock the answer
question
environmental setting.
answer
Atmosphere
Unlock the answer
question
is less costly *maybe by a factor of 10
answer
Early detection
Unlock the answer
question
costs necessary for achieving high quality.
answer
Quality control costs
Unlock the answer
question
are costs of preparing and implementing a quality plan or preventing poor quality from occurring.
answer
Prevention costs
Unlock the answer
question
are costs of testing, evaluating, and inspecting quality or of uncovering defects.
answer
Appraisal costs
Unlock the answer
question
cost consequences of poor quality.
answer
Quality failure costs
Unlock the answer
question
are costs of scrap, rework, and material losses or from discovering poor product quality before the product reaches the customer.
answer
Internal failure costs
Unlock the answer
question
are costs of failure at customer site, including returns, repairs, and recalls or that is associated with quality problems that occur at the customer site.
answer
External failure costs
Unlock the answer
question
stressed management's responsibility for quality; developed "14 points" to guide companies in quality improvement. 80% of the problems are identified in the process area. The "father of quality control."
answer
W. Edwards Deming
Unlock the answer
question
coined the phrase "quality is free"; introduced concept of zero defects. Developed the phrase "do it right the first time", and the notion of zero defects, arguing that no amount of defect should be considered acceptable.
answer
Phillip B. Crosby
Unlock the answer
question
Customer focus, continuous improvement, employee empowerment, use of quality tools, product design, process management, and managing supplier quality
answer
TQM Philosophy (focus/concepts)
Unlock the answer
question
is the goal to identify and meet customer needs.
answer
Customer focus
Unlock the answer
question
is a philosophy of never-ending improvement.
answer
Continuous improvement
Unlock the answer
question
is the concept that employees are expect to seek out, identify, and correct quality problems.
answer
Employee empowerment
Unlock the answer
question
is ongoing employee training in the use of quality tools.
answer
Quality tools
Unlock the answer
question
is when products need to be designed to meet customer expectations.
answer
Product design
Unlock the answer
question
is when quality should be built into the process; sources of quality problems should be identified and corrected. Intermittent/Repetitive.
answer
Process management
Unlock the answer
question
is when quality concepts must extend to a company's suppliers.
answer
Managing supplier quality
Unlock the answer
question
cycle is a diagram that describes the activities that need to be performed to incorporate continuous improvement into the operation.
answer
Deming Wheel (PDSA)
Unlock the answer
question
managers must evaluate the current process and make plans based on any problems they find.
answer
Plan
Unlock the answer
question
implementing the plan.
answer
Do
Unlock the answer
question
study the data collected in the do phase.
answer
Study
Unlock the answer
question
act on the basis of the results from the first three phases.
answer
Act
Unlock the answer
question
stresses that quality is an organizational effort.
answer
Team approach
Unlock the answer
question
is a team of volunteer production employees and their supervisors
answer
Quality circle
Unlock the answer
question
is a chart that identifies potential causes of particular quality problems.
answer
Cause-and-effect (fishbone) diagram
Unlock the answer
question
is a schematic of the sequence of steps involved in an operation or process.
answer
Flowchart
Unlock the answer
question
is a list of common defects and the number of observed occurrences of those defects.
answer
Checklist
Unlock the answer
question
are used to evaluate whether a process is operating within set expectations.
answer
Control charts
Unlock the answer
question
are graphs that show how two variables are related to each other.
answer
Scatter diagram
Unlock the answer
question
is a technique used to identify quality problems based on their degree of importance. 80/20 Rule 80% of your problems are caused by 20% of your problems.
answer
Pareto analysis
Unlock the answer
question
is a chart that shows the frequency distribution of observed values of a variable.
answer
Histogram
Unlock the answer
question
is a tool used to translate the preferences of the customer into specific technical requirements.
answer
Quality function deployment (QFD)
Unlock the answer
question
we need to survey our customers to find out specifically what they want in a product.
answer
Customer requirements
Unlock the answer
question
an evaluation of how the product compares to those of competitors.
answer
Competitive evaluation
Unlock the answer
question
technical measures.
answer
Product characteristics
Unlock the answer
question
the strength of the relationship between customer requirements and product characteristics.
answer
The relationship matrix
Unlock the answer
question
shows how each product characteristic is related to the others and thus allows us to see what trade-offs we need to make.
answer
The trade-off matrix
Unlock the answer
question
evaluate competitors'' products relative to the specific product characteristic and to set targets for our own product.
answer
Setting targets
Unlock the answer
question
is the probability that a product, service, or part will perform as intended. No product is 100% certain to function properly. Reliability of a system is the product of component reliabilities.
answer
Reliability
Unlock the answer
question
is a set of international quality standards and a certification demonstrating that companies have met all the standards specified.
answer
ISO 9000 Standards
Unlock the answer
question
is a set of international standards and a certification focusing on a company's environmental responsibility.
answer
ISO 14000 Standards
Unlock the answer
