Total Quality Management Flashcards

Vocabulary flashcards for TQM review.

Quality

Involves meeting or exceeding customer expectations and applies to products, services, people, processes, and environments. It is an ever-changing dynamic state.

Performance (Quality of Goods)

Operating characteristics of goods.

Features (Quality of Goods)

Options offered with goods.

Reliability (Quality of Goods)

Probability a product will fail within a specified time.

Durability (Quality of Goods)

Expected operational life of a product.

Conformance (Quality of Goods)

Adherence to design specifications.

Serviceability (Quality of Goods)

How readily a product can be repaired, including the speed, competence, and courtesy of the repair service.

Perceived Quality (Quality of Goods)

Quality related to a company’s reputation.

Reliability (Quality of Services)

Ability to perform the promised service accurately for a specified period of time.

Tangibles (Quality of Services)

Physical aspects of a service such as the appearance of the facility, equipment, and communication materials.

Responsiveness (Quality of Services)

Providing prompt service.

Assurance (Quality of Services)

Trust and confidence in the service provider.

Empathy (Quality of Services)

Showing caring, individualized attention to customers.

Customer-focused

The customer ultimately determines the level of quality.

Total employee involvement

All employees participate in working toward common goals; empowerment.

Process-centered

A process is a series of steps that take inputs from suppliers and transforms them into outputs delivered to customers. Performance measures are monitored to detect unexpected variation.

Integrated system

All functions are interconnected to achieve Total Quality Management (TQM).

Strategic approach

Achieving an organization’s vision, mission, and goals; integrates quality as a core component.

Continual improvement

An organization constantly seeks ways to become more competitive and effective at meeting stakeholder expectations.

Fact-based decision making

Using data on performance measures to improve decision making accuracy, achieve consensus, and allow prediction based on past history.

Communications

Effective communications play a large part in maintaining morale and in motivating employees at all levels.

Deming Cycle

Plan, Do, Check, Act, and Analyze how the product is received in the market in terms of quality and cost.

Quality Planning (Juran)

Determine who the customers are, identify customers’ needs, develop products with features that respond to customer needs.

Quality Control (Juran)

Assess actual quality performance, compare quality with goals, and act on differences between performance and goals.

Pareto Principle

80% of quality issues are caused by 20% of the problems.

Crosby's definition of Quality

Conformance to requirements.

Cost leadership strategies

Focusing on efficiency and cost-control (supplier activity cost, in-house activity cost and distribution activity cost).

Differentiation strategies

Achieved through technological superiority, continuous outperformance in the area of quality, offering better support services.

Market-niche strategies

Focusing on a narrowly defined segment of the market and becoming a leader for that niche.

Vision

What an organization aspires to be tomorrow.

Mission

Describes what an organization is all about; answers who we are, who are our customers, what do we do and how do we do it.

Guiding principles

Establish an organization’s value system, the things it believes are most important.

Quality Culture

The shared beliefs, values, attitudes, and behavior patterns that characterize the members of an organization. It strongly influences behavior.

Cost of Poor Quality

Costs associated with providing poor quality products or services, categorized as internal failure costs, external failure costs, appraisal costs, and prevention costs.

Ethics

Doing the right thing within a moral framework.

Internal Customer

Any employee whose work depends on that of employees whose work precedes his or hers.

External Customer

The one who purchases the product/service, the one who uses the product/service, or the one who influences the sale of the product/service.

Partnering

Establishing a long term win-win relationship based on mutual trust and teamwork, and on sharing of both risks and rewards.

Empowerment

Involving employees, empowering them, and bringing them into decision making process provides the opportunity for continuous process improvement.

Leadership

The ability to influence people to achieve organizational goals.

Teamwork

Collaborative effort of a group to achieve a common goal or to complete a task in the most effective and efficient way.

Training Needs Assessment

Identify the Business Need -> Perform gap analysis -> Assess training options -> Report Training Needs and recommend Training Plans

ISO 9000

Is about standardizing the approach organizations everywhere use to manage and improve the processes that result in their product/service.

Quality Management System

A way of defining how an organization can meet the requirements of its customers and other stakeholders affected by its work.