Total Quality Management – Chapter 1, 2

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Performance
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Refers to the efficiency with which a product achieves its intended purpose.
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features
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Which of Garvin’s dimensions of quality include the “bells and whistles” contained in products?
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reliability
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Refers to the propensity for a product to perform consistently over its useful design life.
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perceived quality
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is based on customers’ opinion of products and services
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responsiveness
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the willingness of the service provider to be helpful and prompt in providing service
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upstream activities
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include all of those activities involving interaction with suppliers
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downstream activities
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include customer support and focusing on delivery reliability
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product design and process design
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two of the major emphases in engineering are the areas of ______
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concurrent
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engineering has resulted in the simultaneous performance of product and process design
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life testing
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the facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life is referred to as
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operations
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the systems view is associated with which of the following perspectives of quality?
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customer relationship management
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the marketing function trend that concentrates on satisfying and delivering value to the customer is known as
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law of diminishing marginal returns
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according to the __________, there is point at which investment in quality improvement will become uneconomical.
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quality control
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the _____ process is based on the scientific method, which includes the phases of analysis, relation, and generalization.
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theory
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a coherent group of general propositions used as principles of explanation for a class of phenomena is referred to as a __________
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poor management of the system for continual improvement
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Deming believed that poor quality resulted from ________
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planning, control, and improvement
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what are the three aspects of Juran’s trilogy?
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quality at the source
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________ means that all workers are responsible for their own work and perform necessary inspections at each stage of the process to maintain process control.
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Pareto’s law
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______ is also called the 80/20 rule.
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quality leadership, quality technology, and organizational commitment
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What are the three steps proposed by Feigenbaum to improve quality?
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the quality loss function and the concept of robust design
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What is the primary contribution of Genichi Taguchi?
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robust design
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The Taguchi concept of _____ states that products and services should be designed so that they are inherently defect-free and of high quality.
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environmental characteristics
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Which of the following variables is not at the core of quality management? – Leadership – Employee improvement – Customer role – Philosophy – Environmental characteristics
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Strategic management
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____ is based on mission and core values, where planning is used to achieve goals.
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marketing
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focus is on perceived value of consumer and service
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supply chain
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derivative of the value chain: logistics and core processes
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operations management
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uses system view – quality is a function of the variables and components
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human resources
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focus is to enable workforce to reach full potential
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engineering
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applies math for problem solving. focus is on technical specification quality
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financial
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focus is to maximize return for any given risk

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