TQM Practice Flashcards

Comprehensive vocabulary flashcards covering Total Quality Management (TQM) definitions, costs, gurus, tools, and certifications based on Chapter 5 lecture notes.

Total Quality Management (TQM)

A philosophy where the focus is on serving customers, identifying the causes of quality problems, and building quality into the production process.

Conformance to specifications

How well a product/service meets the targets and tolerances defined by its designers.

Fitness for use

A definition of quality that evaluates performance for the intended use.

Value for price paid

An evaluation of quality based on the usefulness of a product/service versus the price paid.

Support services

Quality related to the support provided after the product/service is purchased.

Psychological criteria

A judgmental evaluation of what constitutes product/service quality.

Manufacturing Quality

Focuses on tangible product features that can be seen, touched, and directly managed, such as conformance, performance, and durability.

Service Quality

Focuses on intangible products that must be experienced, involving factors like consistency, responsiveness, and atmosphere.

Prevention costs

Costs associated with preparing and implementing a quality plan.

Appraisal costs

Costs incurred from testing, evaluating, and inspecting quality.

Internal failure costs

Costs resulting from scrap, rework, and material losses before the product reaches the customer.

External failure costs

Costs of failure at the customer site, including returns, repairs, and recalls.

Walter A. Shewhart

A quality guru who contributed to the understanding of process variability and developed the concept of statistical control charts.

W. Edwards Deming

A guru who stressed management’s responsibility for quality and developed the "14 Points" to guide quality improvement.

Joseph M. Juran

A guru who defined quality as "fitness for use" and developed the concept of the cost of quality.

Armand V. Feigenbaum

The quality guru who introduced the concept of total quality control.

Philip B. Crosby

A guru who coined the phrase "quality is free" and introduced the concept of zero defects.

Kaoru Ishikawa

The guru who developed cause-and-effect diagrams and identified the concept of the "internal customer."

Genichi Taguchi

A guru who focused on product design quality and developed the Taguchi loss function.

Kaizen

A Japanese term for the TQM philosophy of continuous, never-ending improvement.

Benchmarking

The practice of studying how other organizations do things as a part of continuous improvement.

Plan-do-study-act (PDSA) cycle

A circular process for continuous improvement involving evaluating the current process (Plan), trial implementation (Do), evaluation (Study), and communicating or implementing results (Act).

Quality circles

A team approach where 8–10 people meet weekly to analyze and solve quality problems.

Cause-and-Effect Diagrams

Often called fishbone diagrams, these are used by quality control teams for brainstorming to identify potential causes of quality problems.

Flowcharts

Schematic diagrams used to document the detailed steps in a process.

Checklists

Simple data check-off sheets designed to identify the type of quality problems at each work station per shift, machine, or operator.

Control charts

A tool using calculated UCL and LCL to show when a process is in or out of control for variables like weight, width, or volume.

Scatter diagrams

Graphs that show how two variables are related to one another.

Pareto Analysis

Also called the 80−20 rule; identifies quality problems based on importance, suggesting 80% of problems are caused by 20% of causes.

Histograms

A chart showing the frequency distribution of observed values for a variable and whether the distribution is symmetrical or skewed.

Quality Function Deployment (QFD)

A tool used for translating customer specifications into technical requirements, encompassing the "House of Quality" and relationship matrices.

Reliability

The probability that a product, service, or part will perform as intended for a specified period of time under normal conditions.

System Reliability Formula

$\text{RS} = (R_1) \times (R_2) \times (R_3) \times \dots \times (R_n)$ where $\text{RS}$ is the reliability of the system and $R_n$ is the reliability of individual components.

Redundancy

Increasing reliability by placing components in parallel, allowing the system to operate if one or the other fails.

Quality at the source

The belief that it is better to uncover the source of quality problems and correct it within the process.

Malcolm Baldrige National Quality Award (MBNQA)

An award created to reward quality initiatives, giving awards to no more than two companies in manufacturing, service, and small business categories.

The Deming Prize

An award given by the Union of Japanese Scientists and Engineers since 1951 to recognize improvements in industry quality.

ISO 9000

A set of internationally recognized quality standards developed by the International Organization for Standardization regarding quality management systems.

ISO 14000

ISO standards that focus on a company’s environmental responsibility.

ISO 26000

ISO standards used to help organizations evaluate and address their social responsibility.