Quality Total Quality Management

These flashcards cover key terms and concepts related to Total Quality Management, emphasizing quality, costs, variations, and evaluation tools.

Total Quality Management (TQM)

A management philosophy that stresses customer satisfaction, employee involvement, and continuous improvement.

Quality

The degree of excellence in meeting or exceeding customer expectations, including high-performance design and conformance.

Conformance

The consistency with which an organization meets desired specifications.

Reliability

The likelihood of a product working properly or a service being performed during a specified period.

Durability

The lifespan of a product before it begins to deteriorate or no longer functions at an acceptable level.

Support

Assistance provided by a company after the initial sale of a product or service.

Psychological impressions

Evaluating the quality of a product or service based on atmosphere, image, and craftsmanship.

Cost of Quality

Defect-related costs that include prevention costs, appraisal costs, internal failure costs, and external failure costs.

Prevention costs

Costs associated with avoiding defects before they happen, such as redesign and training.

Appraisal costs

Costs associated with assessing the level of quality attained by the system.

Internal failure costs

Costs of defects detected during production, including rework and scrap.

External failure costs

Costs arising if defects reach the customer, such as warranty claims and reputational losses.

Deming Wheel

Also known as the plan-do-check-act cycle, it supports continuous improvement by gradually removing non-value-adding activities.

Six Sigma

A systematic process to minimize defects and variability, using the DMAIC model.

Statistical Process Control (SPC)

Application of statistical techniques to determine if the output of a process conforms to product/service design.

Common cause variation

Random and generally unavoidable sources of variation in processes.

Assignable cause variation

Identifiable factors causing variations that can be eliminated.

P-chart

Used to control the proportion of defective products/services.

C-chart

Used to control the count of defects per unit/customer.

R-chart

Monitors changes in process variability by examining the range of a variable.

X̄ -chart

Monitors changes in the average of a variable.

Define phase (DMAIC)

The first phase of the Six Sigma DMAIC model, focusing on defining the project goals, customer deliverables, and process scope.

Measure phase (DMAIC)

The second phase of the Six Sigma DMAIC model, involving collecting data on the current process performance and identifying key metrics.

Analyze phase (DMAIC)

The third phase of the Six Sigma DMAIC model, dedicated to analyzing the collected data to identify the root causes of defects or variability.

Improve phase (DMAIC)

The fourth phase of the Six Sigma DMAIC model, focused on developing and implementing solutions to eliminate the identified root causes and improve the process.

Control phase (DMAIC)

The fifth and final phase of the Six Sigma DMAIC model, establishing controls and monitoring systems to sustain the improvements and prevent recurrence of defects.