Total Quality Management Flashcards

Vocabulary flashcards covering core Total Quality Management concepts, definitions, cost classifications, quality dimensions, improvement methodologies, and quality control tools from the lecture notes.

Quality (ISO 9000-2000)

Degree to which a set of inherent characteristics fulfills requirements.

Quality (Gartchalian, 1989)

Uniformity, consistency to a given standards or specification. A statement of what the customer wants & what the manufacturer can provide.

Quality (Kramer & Twigg, 1982)

Composite of characteristics which make it different form one unit to another.

Quality (Amerine, et al 1965)

Totality of features and characteristics of a product that bear on its ability to satisfy a given need.

Quality (Juran 1988)

Customer satisfaction based on fitness for use.

Quality (W. Edward Deming)

Meeting and exceeding the customer's needs and expectation and then continuing to improve.

Conformance to Specification

How well a product or service meets the targets and tolerance determined by its designers.

Fitness for Use

A definition of quality that evaluates how well the product performs for its intended use.

Value for Price Paid

Quality defined in terms of product or service usefulness for the price paid.

Support Services

Quality defined in terms of the support provided after the product or service is purchased.

Functionality

Refers to the core features and characteristics of a product.

Reliability

The indicator of the durability of products.

Usability

The characteristic requiring that a product should be easily usable.

Maintainability

Refers to the ease with which a product can be maintained in the original condition.

Efficiency

The ratio of output to input.

Portability

Defined as set of attributes that bear on the ability to be transferred from one environment to another.

Dimensions of Service Quality

Key service quality dimensions including Time, Timeliness, Completeness, Courtesy, Consistency, Accessibility and Convenience, Accuracy, and Responsiveness.

Quality Control Costs

Costs necessary for achieving high quality, comprised of prevention costs and appraisal costs.

Prevention Costs

Costs incurred in the process of preventing poor quality from occurring.

Information Cost

Costs of acquiring and maintaining data related to quality, and development of reports on quality performance.

Training Costs

Costs of developing and putting on quality training programs for employees and management.

Appraisal Costs

Costs incurred in the process of uncovering defects.

Inspection and Testing Costs

Costs of testing and inspecting materials, parts, and product at various stages and at the end of a process.

Test Equipment Costs

Costs of maintaining equipment used in testing quality characteristics of products.

Operator Costs

Costs of time spent by operators to gather data for testing product quality, to make equipment adjustments to maintain quality, and to stop work to assess quality.

Quality Failure Costs

Cost consequences of poor quality, comprised of internal failure costs and external failure costs.

Internal Failure Costs

Costs associated with discovering poor product quality before the product reaches the customer.

Scrap Costs

Costs of poor-quality products that must be discarded, including labor, material, and indirect costs.

Rework Costs

Costs of fixing defective products to conform to quality specifications.

Process Downtime Costs

Costs of shutting down productive process to fix problem.

Price-Downgrading Costs

Costs of discounting poor-quality products—that is, selling products as 'seconds'.

External Failure Costs

Costs associated with quality problems that occur at the customer site.

Customer Complaint Costs

Costs of investigating and satisfactorily responding to a customer complaint resulting from a poor-quality product.

Product Return Costs

Costs of handling and replacing poor-quality products returned by customer.

Warranty Claims Costs

Costs of complying with product warranties.

Product Liability Costs

Litigation costs resulting from product liability and customer injury.

Lost Sales Costs

Costs incurred because customers are dissatisfied with poor quality products and do not make additional purchases.

Customer Satisfaction

Occurs when customer requirements and expectations are met.

Customer Requirements

Stated needs and wants of a customer.

Customer Delight

Occurs when requirements and expectations are exceeded.

Total Quality Management (TQM)

An organizational management approach that focuses on producing quality products and services to fulfill customer needs by involving all workers to maintain high standards across the entire company.

Continuous Improvement

A key TQM philosophy defined as a never-ending push to improve quality and performance in an organization.

PDSA Cycle

A problem solving and process improvement cycle consisting of Plan, Do, Study, and Act.

Plan Phase (PDSA)

The phase where employees study the current process, document it, collect and analyze data, develop an improvement plan, and specify evaluation measures.

Do Phase (PDSA)

The phase where employees implement the plan on a small scale, document any changes made, and systematically collect data for evaluation.

Study Phase (PDSA)

The stage where people actually do a comparison analysis of before and after data to evaluate how closely results match original goals.

Act Phase (PDSA)

The phase where employees document their results and prepare themselves to address other problems, standardizing successful methods or revising unsuccessful plans.

Process Improvement

A systematic approach to improving process involving documentation, measurement, and analysis for the purpose of improving the functioning of a process.

Six Sigma

A business process for improving quality, reducing costs, and increasing customer satisfaction through data-driven reduction of variation.

DMAIC

A formalized problem solving process of Six Sigma standing for Define, Measure, Analyze, Improve, and Control.

Flowchart

A diagram of the steps in a process.

Checksheet

A tool for organizing and collecting data, consisting of a tally of problems or other events by category.

Histogram

A chart that shows an empirical frequency distribution.

Pareto Chart

A diagram that arranges categories from highest to lowest frequency of occurrence.

Scatter Diagram

A graph that shows the degree and direction of relationship between two variables.

Control Chart

A statistical chart of time-ordered values of a sample statistic.

Cause and Effect Diagram

A diagram used to organize a search for the cause(s) of a problem, also known as a fishbone diagram or Ishikawa diagram.