Chapter 5 Total Quality Management Overview

These flashcards cover key terms and concepts related to Total Quality Management as outlined in the lecture notes.

Total Quality Management (TQM)

A management approach focused on continuous improvement, customer satisfaction, and the involvement of all employees in quality enhancement.

Costs of Quality

Categories that represent the costs associated with maintaining, achieving, and failing to achieve quality standards.

Conformance to Specifications

The extent to which a product or service meets the predetermined standards set by designers.

Fitness for Use

Evaluation of how well a product or service performs its intended purpose.

Psychological Criteria

The judgmental aspect of quality where personal evaluations determine the perceived value of a product or service.

Prevention Costs

Expenses incurred to prevent defects or issues in quality before they occur.

Appraisal Costs

Costs related to measuring and monitoring activities to ensure quality standards are met.

Internal Failure Costs

Costs arising from defects found before products or services reach the customer.

External Failure Costs

Costs incurred when defects are found after products or services have been delivered to customers.

Customer Focus

A key TQM concept that emphasizes identifying and meeting the changing needs of customers.

Continuous Improvement

A philosophy within TQM aimed at ongoing enhancements in processes, products, or services.

Empowerment

Encouraging employees at all levels to take initiatives in quality improvement efforts.

Quality Function Deployment (QFD)

A tool used to convert customer needs into technical requirements effectively.

The PDSA Cycle

A process improvement methodology that stands for Plan-Do-Study-Act.

Malcolm Baldrige National Quality Award (MBNQA)

An award recognizing U.S. organizations for performance excellence in quality management.

ISO 9000

A set of international standards for quality management systems to ensure organizational quality.

Cause-and-Effect Diagram

Also known as a fishbone diagram, it's a tool used to identify potential causes of quality problems.

Pareto Analysis

A technique used to identify the most significant factors in a dataset, typically the idea that 80% of effects come from 20% of causes.