8: Quality Management and Control

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TQM (Total Quality Management)

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18 Terms

1

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.

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2

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

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3

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.

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4

CMMI (Capability Maturity Model Integration) Levels

Incompleted - process either not performed or partially performed

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5

Performed -

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

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6

managed -

process has basic infastructure in place to support it

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7

Defined -

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

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8

Quantitatively managed -

process is controlled using statistical and other quantitative techniques

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9

Optimizing -

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

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10

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.

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11

Quality Grades

Beef: Prime Rib is highest- Canner steak is lowest

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12

Eggs:

AA highest - B is lowest

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13

Milk:

Organic is pure - Inorganic has preservatives and additives

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14

Honey

: A is highest - C is lowest

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15

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...

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16

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.

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17

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.

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18

Consumer Product Safety Commission

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

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