JAMES REVIEWER FINAL

What is the definition of quality?

Quality refers to the overall characteristics of a product or service that determine its ability to meet specified or implied needs.

What are the three levels of quality organization?

Quality Management, Quality Assurance, and Quality Control.

What is Quality Management?

It involves managing all activities aimed at producing high-quality products and services within an organization.

What is Quality Assurance?

A systematic process ensuring a developed product or service meets specified requirements before completion.

What is Quality Control?

Procedures ensuring a product or service adheres to defined quality criteria or client requirements.

How do customers define quality?

As a product’s fitness for use, performance, reliability, and ability to meet expectations.

How do producers define quality?

As conformance to specifications, consistency, and defect-free production.

What is the main purpose of Total Quality Management (TQM)?

To continuously improve performance by focusing on customer satisfaction and stakeholder needs.

Name the 8 principles of Total Quality Management.

Customer focus, Leadership, Process approach, Integrated system, Strategic approach, Factual decision making, Communication, Continual improvement.

Who proposed the 14 points of quality management?

W. Edwards Deming.

What is ISO 9000?

An internationally recognized quality management standard ensuring consistent product and service quality.

What is ISO 14000?

An environmental management standard focusing on minimizing ecological impact and ensuring compliance.

What are the three key characteristics of TQM?

Participative management, Continuous improvement, and Teamwork.

What are the main elements of TQM?

Ethics, Integrity, Trust, Training, Teamwork, Leadership, and Communication.

What are prevention costs in quality?

Investments made to avoid defects, such as quality planning, training, and assurance.

What are appraisal costs?

Costs incurred to evaluate products and ensure they meet quality standards, like audits and inspections.

What are internal failure costs?

Costs from defects found before products reach customers, such as rework or scrap.

What are external failure costs?

Costs from defects found after delivery, including repairs, returns, and warranty claims.

What are the five core elements of ISO 14000?

Environmental management, Auditing, Performance evaluation, Labeling, Life-cycle assessment.

What is benchmarking in TQM?

The process of comparing one’s performance to industry best practices to identify improvement areas.

What is Six Sigma?

A data-driven method focused on reducing defects and improving process quality through DMAIC and DMADV.

What is Just-In-Time (JIT)?

A production strategy that reduces waste by producing items only as needed.

What is a fishbone diagram used for?

Identifying possible causes of a problem and organizing them into categories.

What is a flowchart used for in quality management?

To visualize process steps and identify inefficiencies.

What is a Pareto chart?

A bar graph showing problem frequencies to highlight the most significant issues (80/20 rule).

What is a histogram used for?

To show frequency distributions and assess process performance.

What is a control chart?

A chart used to study process variation over time and determine stability.

What is a scatter diagram?

A chart used to determine the relationship between two variables.

What are the determinants of service quality?

Reliability, Responsiveness, Competence, Access, Courtesy, Communication, Credibility, Security, Understanding, Tangibles.

What are the four main process strategies?

Process focus, Repetitive focus, Product focus, and Mass customization.

What is process focus?

A strategy emphasizing low-volume, high-variety production organized by process type.

What is repetitive focus?

A production strategy using modules for semi-custom, moderate-volume production.

What is product focus?

A strategy for high-volume, low-variety production around specific products.

What is mass customization?

Producing custom goods rapidly at the cost efficiency of mass production.

What are the six layout strategies?

Fixed-position, Process-oriented, Office, Retail/service, Warehouse, and Product-oriented layouts.

What factors affect facility location decisions?

Labor productivity, exchange rates, costs, attitudes, proximity to markets, suppliers, and competitors.

What is location intelligence?

Using spatial and demographic data to improve business decision-making.