Quality Management Flashcards

Flashcards on Quality Management

Business Imperative (William Cooper Procter)

Producing quality merchandise that consumers will buy and keep on buying.

Quality

Accelerates organizational growth through better execution and alignment and provides the voice of the customer

Quality Impact

No quality, no sales. No sales, no profit. No profit, no jobs.

Transcendent Perspective

Excellence.

Product Perspective

Quantities of product attributes.

User Perspective

Fitness for intended use.

Value Perspective

Quality versus price.

Manufacturing Perspective

Conformance to specifications.

Customer Perspective

Meeting or exceeding customer expectations.

External Customers

Business-to-business.

Internal Customers

Anyone who receives goods or services from someone else within an organization.

Consumers

Ultimate buyers of goods and services

The Age of Craftsmanship (Middle Ages)

Skilled workers made quality products during this time

Early 20th Century

Separate quality departments, statistical methods and quality assurance

Post World War II

Quality efforts in Japan, W. Edwards Deming and Joseph Juran.

U.S. “Quality Revolution”

Growth of product quality awareness in manufacturing industries.

Quality Award

Malcolm Baldrige National Quality Award (1987).

Growth of Modern Quality Management

Service quality, performance excellence, improved product designs.

Little Q vs. Big Q

From Product Quality to Total Quality Management

Performance Excellence

Focus on customer value, organizational sustainability.

Emergence of Six Sigma

A customer-focused, results-oriented approach to business improvement.

ASQ Futures Study (2015)

Organizations must knock down silos of information in order to get the right information to the right places

Marketing and Sales Personnel

Determining the needs and expectations of consumers

Product Design and Engineering Functions

Develop technical specifications for products and production processes

Purchasing Agent

Maintain a clear focus on the quality of purchased goods and materials.

High-Quality Manufacturing

Technology and people are essential to high-quality manufacturing.

Final Product Inspection

Judge the quality of manufacturing.

Service After the Sale

Establishing customer perception of quality and customer loyalty.

Service

Any primary or complementary activity that does not directly produce a physical product

Quality Control (QC)

Techniques and activities that focus on controlling or regulating processes and materials to fulfill quality requirements