ITP-8-Quality management (english)

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23 Terms

1
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What is the focus of quality management?

Customer orientation – products, services and processes must meet customer needs.

2
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What does ISO 9001:2025 define?

Standards for quality management systems (QMS) – allows certification of companies.

3
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What is the ISO 9000 family?

A series of international standards for quality management and assurance.

4
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What is the goal of quality management?

To improve profit, reduce costs, increase flexibility and improve customer satisfaction.

5
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How does quality impact profit?

By influencing cost, price, and turnover.

6
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What are consequences of poor quality?

Customer dissatisfaction, increased support costs, warranty claims, legal issues, and lost market share.

7
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What is meant by "planned obsolescence"?

Deliberately reducing product quality to force repeated purchases.

8
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What is Total Quality Management (TQM)?

A company-wide approach focused on continuous quality improvement in all processes and areas.

9
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What are the goals of TQM?

Reduce errors, streamline supply chains, improve customer experience, and ensure trained employees.

10
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What principle does TQM follow?

Continuous improvement, also called "Kaizen".

11
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What is Kaizen?

A philosophy of constant, incremental improvement in all company processes.

12
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What is the Ishikawa diagram?

A cause-and-effect analysis tool shaped like a fishbone – used to identify root causes of a problem.

13
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What is another name for the Ishikawa diagram?

Fishbone diagram or cause-and-effect diagram.

14
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What are the steps to create an Ishikawa diagram?

  1. Formulate problem, 2. Determine main variables, 3. Find and sort causes, 4. Check completeness, 5. Evaluate.
15
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What is the 8M Method in the Ishikawa diagram?

Man, Machine, Method, Material, Measurement, Mother Nature, Management, Maintenance/Money.

16
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What does the 8M Method help with?

Identifying different categories of causes for a given problem.

17
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What is FMEA?

Failure Mode and Effects Analysis – a method to detect possible failures in a process or product and reduce their impact.

18
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What are the steps of FMEA?

  1. Identify failure modes, 2. Assess effects, 3. Determine severity, 4. Assign likelihood and detection ratings, 5. Calculate risk priority number (RPN).
19
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What does the Risk Priority Number (RPN) in FMEA mean?

It helps prioritize which risks should be addressed first – calculated as Severity × Occurrence × Detection.

20
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How does quality affect distribution?

High quality may allow for more exclusive or personalized distribution channels.

21
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What does lead time (Durchlaufzeit) refer to?

The time from production start to finished product – shorter lead time = less capital tied up.

22
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Why is flexibility important in QM?

It helps respond faster to market changes – you can always reduce quality, but increasing it later is hard.

23
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What areas are influenced by product quality?

Costs, image, price, customer satisfaction, staff expertise, marketing, target group, and production time.