Chapter 1: Introduction to Quality Flashcards

Vocabulary flashcards covering quality perspectives, historical evolutions, manufacturing and service quality differences, and Six Sigma concepts from Chapter 1.

Transcendent (Judgmental) Perspective

A quality perspective in which quality is synonymous with superiority or excellence, being both absolute and universally recognizable as a mark of uncompromising standards.

Product Perspective

A quality perspective in which quality is linked to the quantity of some product attribute.

User Perspective

A quality perspective in which quality is linked to fitness for intended use, or how well a product performs its intended function.

Value Perspective

A quality perspective in which quality products come at a lower or comparable price.

Manufacturing Perspective

A quality perspective in which quality is defined as conformance to specifications, where targets and tolerances are determined by the designer.

Customer Perspective

A quality perspective defined as meeting or exceeding customer expectations.

Internal Customers

Anyone who receives goods or services from suppliers within the organization.

External Customers

Outside business-to-business customers or end consumers who purchase or receive products and services.

Statistical Quality Control (SQC)

The application of statistical methods for controlling quality by developing control charts to identify quality problems and ensure consistency of output.

Total Quality Management (TQM)

A total system approach to quality that works horizontally across functions and departments.

Performance Excellence

An integrated approach that delivers ever-improving value to customers and stakeholders, improves overall organizational effectiveness and capabilities, and fosters organizational and workforce learning.

Six Sigma

A customer-focused, results-oriented approach to business improvement that integrates traditional quality improvement tools.

Industry 4.0

An information-intensive transformation of manufacturing and service industries characterized by cloud computing, big data analytics, artificial intelligence, IoT, and 3-D printing.

Quality 4.0

The digital transformation of quality management that leverages Industry 4.0 technologies to augment human intelligence, enhance decision speed, and improve transparency and trust.

Metrology

The science of measurement within the quality function that ensures meaningful and accurate measurements calibrated to National Institute of Standards and Technology (NIST) standards.

Reliability Engineering

A branch of engineering within quality management that determines product reliability with the goal of lowering total cost of ownership and satisfying customers.

Net Promoter (NP) Score

A customer loyalty metric defined by the level of repeat sales and referrals.

DMAIC Cycle

The core Six Sigma process improvement methodology consisting of five phases: Define, Measure, Analyze, Improve, and Control.

Quality Perspectives in the Value Chain Diagram

A framework diagram showing how transcendent, product, user, value, manufacturing, and customer perspectives integrate across marketing, design, manufacturing, and distribution functions.

Quality and Profitability Model Diagram

A model showing how improved quality of design increases perceived value and market share (leading to higher prices and revenues), while improved quality of conformance lowers manufacturing and service costs to drive higher profitability.

Six Sigma and Performance Improvement Model Diagram

A diagram illustrating how existing business processes are enhanced using Six Sigma methodology and the DMAIC cycle to yield improved business performance in quality, productivity, cost, and profitability.