Quality Assurance Test 2 Flashcards

Flashcards covering topics from Chapters 5, 6, 7, & 8, focusing on Customer Relationship Management, Benchmarking, Design for Maintainability/Reliability, FMEA, Environmental Considerations, SERVQUAL, Poka-yoke, and Service vs. Manufacturing.

Customer Relationship Management (CRM)

Focuses on maintaining the existing customer base and developing relationships with customers through process and system design.

Complaint Resolution (in CRM)

Transforming a negative situation into a positive one by compensating for losses and offering contrition (apology).

Feedback (in CRM)

Collecting customer data to understand their behaviour, wants, and needs.

Effective Guarantee Characteristics

Unconditional, Meaningful, Understandable, Communicable, and Painless to invoke.

Corrective Action (in CRM)

Documenting and resolving service or product failures to prevent recurrence.

Benchmarking

Sharing information between companies to facilitate improvement in both organizations.

Initiator Firm

The company that initiates contact and studies another firm in a benchmarking relationship.

Target Firm

The firm being studied in a benchmarking relationship (also called a benchmarking partner).

Process Benchmarking

Comparing processes between organizations to identify best practices.

Financial Benchmarking

Comparing business results for better financial performance.

Performance Benchmarking

Comparing cost structures, speed, and quality levels.

Product Benchmarking

Comparing product attributes and functionality.

Strategic Benchmarking

Comparing firm competitiveness along several dimensions.

Functional Benchmarking

Comparing how another firm performs a particular function.

Robert Camp's Benchmarking Process Steps

Decide what to benchmark. Identify whom to benchmark. Plan and conduct the investigation. Determine the current performance gap. Project future performance levels. Communicate benchmarking findings and gain acceptance. Revise performance goals. Develop action plans. Implement specific actions and monitor progress. Recalibrate the benchmarks.

Design for Maintainability

Designing products to be easily repaired, with components that are easily replaced and removed using standard tools.

Design for Reliability

Designing products to be consistently available and functioning properly over time, focusing on failure rate and time.

Component Reliability

The probability that a part will not fail over a specific period of time.

System Reliability

The probability that a system of components will perform its intended function over a specified period of time.

Failure Modes and Effects Analysis (FMEA)

Systematically identifying, analyzing, and documenting possible failure modes within a system and their effects.

FMEA Applications

Concept, Process, Design, Service, and Equipment analysis.

Green Manufacturing

Environmentally conscious manufacturing that focuses on a product's life cycle, from incoming materials to disposal.

SERVQUAL Instrument

A standard tool for assessing different dimensions of service quality, known for its validity, reliability, parsimony, and standardized analysis procedure.

Poka-yoke

A fail-safing device or method to prevent errors in processes (services).

The Three 'Ts' of Poka-yoke

Task, Treatment, Tangibles to be provided.

Intangible service attribute

Service attributes that cannot be inventoried or carried in stock over long periods of time.

Customer Coproduction

Customer self-service

Service quality

Customer is the core of the business

Service Transaction Analysis (STA)

A service improvement technique for analyzing service processes at a detailed level from the customer’s perspective.