Total Quality Management - Prelim Flashcard

Quality

This use to signify “excellence” of a product

Reliability

It is the ability of the product to continue to meet the customer satisfaction

Reliability

It is the key factor in purchasing decision

customer requirement

vital

seperate organization

The ability to meet ______ ______ is ______ not only between two _____ _______

William Edward Deming

he stated that "quality should be aimed at the need of the consumer”

Quality Chain

Is an essential aspect for an organization that manufacture good or provide services

Total Quality Management

It focuses on preventing defects and ensuring requirement are met

1. customer focus

2. supplier relationship

3. Internal Process

4. Continuous Improvement

5. Quality Assurance

6. Quality Control

Elements of quality management

Customer Focus

To understand and meeting the need of both immediate and end customer

Supplier Relationship

Ensuring supplier understand the org. requirements

Internal Process

To streamline process to eliminate error

Continuous Improvement

Improving all aspect of the organization operation

Quality Assurance

To implement measure to ensure that the product or service conform to the design

Quality Control

Inspecting and checking to identify and correct errors

Meeting the requirement

This means is to figuring out what customer really want

Quality of Design

It is how well the product or service meet the design

Quality of conformance to design

It is how well the product or service actually matches the design

check

test

inpsect

measure

To achieve quality we must ____, _____, _____, ______ the ritual pouring on quality

Quality chain

It can be traced right through the business or service process

Process

Transformation of input into output

Quality Control

Finding and eliminating quality problem

Quality Assurance

Is the prevention of quality problem

1. Characteristic of performance and reliability

2. Aesthetic characteristic

3. Any obligatory or standard governing the nature of the product or service

Information Requirements:

1. Survey and Questionaires

2. Panel or focus group techniques

3. in-depth interview

4. brainstorming

5. role rehearsal and reversal

6. interrogation of trade association

Various Techniques for research listing

quality in all function

For an organization to be truly effective each component must work properly together

Quality

Making sure customer are happy from what they got

Competitivenes

Think quality as your secret weapon

Customer

You need to treat them well

Managing Quality

Asking question in the right order to replace a strategy to prioritize prevention over detection

Question

prevention

detection

asking “______” in the right order to replace a strategy to prioritize “________” over “______”