IEP112 - QUALITY MANAGEMENT SYSTEMS

Vocabulary-style flashcards covering key terms related to quality concepts, historical evolution, quality management philosophies, cost of quality, and quality management systems.

Quality

The degree of excellence of a product, service, or process, measured by how well it meets customer requirements.

Performance

The ability of a product or service to fulfill its intended purpose effectively and efficiently.

Reliability

Consistency and dependability of a product or service over time and under varying conditions.

Durability

The ability to withstand wear, decay, or damage and maintain performance over an extended period.

Functionality

The range of features and capabilities that enable tasks to be performed.

Safety

The absence of potential harm or hazards for users or the environment.

Usability

The ease with which a product or service can be used by its intended users.

Aesthetics

The visual appeal and design attractiveness of a product or service.

Customer satisfaction

The level of satisfaction or delight experienced by customers, influenced by reliability, functionality, and support.

Quality Management Principles

Eight guiding principles: Customer Focus; Leadership; Involvement Of People; Process Approach; System Approach to Management; Continual Improvement; Factual Approach to Decision Making; Mutually Beneficial Supplier Relationship.

Customer Focus

Prioritizing meeting and exceeding customer needs and expectations.

Leadership

Guiding and inspiring people to achieve quality objectives.

Involvement Of People

Engaging all employees in the quality process.

Process Approach

Managing activities as interrelated processes to achieve consistent results.

System Approach to Management

Coordinating processes as a system to improve performance.

Continual Improvement

Ongoing efforts to enhance processes and outcomes.

Factual Approach to Decision Making

Making decisions based on data and analysis.

Mutually Beneficial Supplier Relationship

Partnerships with suppliers that benefit both parties and improve quality.

Medieval Guilds of Europe

13th–century guilds enforcing quality via marks; early proof of quality to customers.

Craftsmanship Model

Early 19th-century emphasis on local quality with masters inspecting goods to maintain reputation.

Factory System

Mid-18th-century division of labor; quality through skilled labor and audits.

Taylor System

Late 19th-century approach where engineers plan; craftsmen act as inspectors/managers; productivity increased.

Mil-Std-105

Sampling tables used for inspection, published as Mil-Std-105.

Control Chart

A chart to monitor process stability and distinguish assignable from chance causes.

SQC (Statistical Quality Control)

Statistical methods to monitor and improve quality; promoted by Shewhart.

PDCA

Plan-Do-Check-Act cycle for system improvement.

PDSA

Plan-Do-Study-Act cycle, Deming’s variation of the improvement cycle.

Deming

Advocate of system-wide quality improvement and the PDSA cycle; promoted widespread quality thinking.

Juran

Stressed senior management involvement and continuous improvement; contributed to the Cost of Quality.

Crosby

Advocated Zero Defects and that quality is conformance to requirements; stressed senior management involvement.

Walter A. Shewhart

Pioneer of Statistical Process Control; developed control charts and championed SQC.

Pareto Principle

80/20 rule: 80% of effects come from 20% of causes.

Kaoru Ishikawa

Promoted company-wide quality control and quality circles; developed the Ishikawa (fishbone) diagram.

Ishikawa Diagram

Fishbone diagram used for cause-and-effect analysis.

Six Sigma

Broad organizational improvement strategy focused on reducing process variation and defects.

Lean Manufacturing

Philosophy focused on eliminating waste (Muda) and improving flow.

Kaizen

Philosophy of continuous incremental improvement.

FMEA

Failure Mode and Effects Analysis; systematic method for evaluating potential defects and their effects.

Poka-Yoke

Mistake-proofing; error-prevention mechanisms in processes.

Cost of Quality (COQ)

Framework to measure the financial impact of quality activities, including prevention, appraisal, and failures.

Prevention Cost

Costs designed to prevent defects (design, supplier management, process prevention).

Appraisal Cost

Costs to identify defects (quality control testing, inspections).

Internal Failure Cost

Costs from defects found before shipment.

External Failure Cost

Costs from defects shipped to customers.

ISO 9001:2015

International standard outlining requirements for a quality management system.

Certification/Registration

Independent external audit confirming conformance to ISO 9001.