8: Quality Management and Control

TQM (Total Quality Management)

a management philosophy that focuses on satisfying customers through empowering employees to be an active part of continuous quality improvement in a horizontal management system.

Six Sigma

a rigorous statistical analysis process that reduces defects in manufacturing and service-related processes using 5 phases: define, measure, analyze, improve and control

ITIL (Information Technology Infrastructure Library)

gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs.

CMMI (Capability Maturity Model Integration) Levels

Incompleted - process either not performed or partially performed

Performed -

satisfies the specific goals of the process area and supports and enables the work needed to produce work products

managed -

process has basic infastructure in place to support it

Defined -

process is rigorously defined and the standards for a project are tailored from the organization's set of standard processes

Quantitatively managed -

process is controlled using statistical and other quantitative techniques

Optimizing -

Improved based on an understanding of the common causes of variation.

JIT (just in time)

Introduced by Ford Motor Company. Method of inventory control where materials arrive as they are needed. This reduces the need/expense for storage of materials.

Quality Grades

Beef: Prime Rib is highest- Canner steak is lowest

Eggs:

AA highest - B is lowest

Milk:

Organic is pure - Inorganic has preservatives and additives

Honey

: A is highest - C is lowest

product recall

when a defective product is either rectified or replaced after it has been sold by the manufacturer. Costs to the manufacturer include repairing/replacing the product, lawsuits. Benefits include respect for being proactive, avoid lawsuits...

Food and Drug Administration (FDA)

a federal agency responsible for regulating food, cosmetics, drugs, and products that emit radiation that are sold to the public. Can issue a product recall if problems are found in these products or their packaging.

Consumer Protection Act

Makes businesses liable for any injury to consumers as a result of product defects or lack of provision of suitable safety information.

Consumer Product Safety Commission

a governmental agency responsible for setting and monitoring safety standards for all consumer products