PQT (Prelims 3)

Performance

a product’s main operating characteristics

Aesthetics

a product’s appearance, feel, smell, or taste

Special features

The different characteristics that enhance the appeal of a product

Conformance

How well a product corresponds to design specifications.

Reliability (p)

The likelihood that a product will not fail within a specific period.

Durability

The length of a product’s life.

Perceived quality

The indirect evaluation of quality

Serviceability

The speed with which the product can be repaired.

Consistency (p)

The ability of the product to provide the same level of quality throughout its usage.

Convenience

The availability and accessibility of the service.

Reliability

The ability to perform a service dependably, consistently, and accurately.

Responsiveness

The willingness of service providers to help customers in unusual situations and to deal with problems.

Time

The speed with which service is delivered

Assurance

The knowledge exhibited by personnel who come into contact with them.

Courtesy

How customers are treated by employees who come into contact with them.

Tangibles

The physical appearance of facilities, equipment, personnel, and communication materials.

Consistency

Repeatedly providing the same level of good quality.

Expectations

The ability to meet (or exceed) customer expectations.

Total Quality Management

refers to the quality emphasis encompassing the entire organization, from supplier to customer

Walter Shewhart

one of the pioneers of total quality management who developed a circular model known as PDCA as his continuous improvement

William Edwards Deming

he took the concept of Shewhart to Japan during his work there after World War II

PDCA Cycle

also called as Deming or Shewhart circle, is shown as a circle to stress the continuous nature of the improvement process

Six Sigma

is a program designed to reduce defects to help lower costs, save time, and improve customer satisfaction.

DMAIC

Six Sigma Improvement Model

Motorola

developed six sigma in the 1980’s

Employee Empowerment

means involving employee in every step of the production processes

Moving responsibility from both managers and staff to production employees.

Quality Circle

is a group of employees who meet regularly to solve work-related problems

Benchmarking

involves selecting the demonstrated standard of products, services, costs, or practices that represent the best performance

Just-In-Time

is a program to ensure that the correct quantities are purchased or produced at the right time to avoid waste

Check Sheet

is any form that is designed for recording data

Scatter Diagram

determines the relationships between the two variables

Cause and Effect Diagram

is another tool for identifying quality issues and inspection points

Ishikawa Diagram or Fishbone Chart

they provide a good checklist for initial analysis

Material; Machinery; Manpower; Method

These 4 are the causes in fishbone chart

Pareto Chart

organizes errors, problems, or defects to help focus on problem-solving efforts

they are based on the work of Vilfredo Pareto, a 19th century economist

Flowchart

graphically present a process or system using annotated boxes that are interconnected

Histogram

shows the range of measurement values and the frequency with which each value occurs