COBQUAL Notes

Quality

The totality of features present in a good or service that satisfies the estimated needs of the customer.

Conformance to requirements

The degree to which a product or service meets the specified specifications or guidelines.

Transcendent Perspective

A perspective on quality that recognizes excellence but is difficult to define or operationalize.

Product Perspective

Viewing quality as inherent product characteristics or attributes that can be objectively determined.

User Perspective

Quality is seen as a matter of individual preference and satisfaction, where the highest quality is what best satisfies the customer's preferences.

Value Perspective

Quality is based on cost and price, where the consumer's purchase decision is influenced by the quality at an acceptable price.

Total Quality

A comprehensive, organization-wide effort to improve the quality of products and services.

Total Quality Management (TQM)

A plan and strategy to extend quality control efforts to every function of the company, aiming for continual improvement and customer satisfaction.

Quality Control

The process of gathering data to demonstrate conformance and identify the need for improvement.

Quality Assurance

The addition of a human factor in ensuring quality, with a preventive approach.

Total Quality Control

A comprehensive approach to quality management that extends beyond manufacturing and involves all functions of the company.

TQM Defined

Total Quality Management is a people-focused management system that aims for continual increase in customer satisfaction at lower real cost, involving all employees and working horizontally across functions and departments.

Big Q

Managing for quality in all organization processes, as opposed to just focusing on manufacturing (Little Q).

World's Quest for Quality

The historical development of quality management from primitive ages to the present day.1. Code of Hammurabi:A set of laws from ancient Babylon that included consequences for builders who constructed houses improperly.

1st Industrial Revolution

A period of significant industrialization that occurred between 1760 and the early 19th century.

2nd Industrial Revolution

Another period of industrialization that took place in the late 19th and early 20th centuries.

Ford Company

An automobile company founded in 1903 by Henry Ford.

Scientific Management

A management theory developed in the early 20th century that focused on improving efficiency and productivity through scientific methods.

Statistical Methods

The use of statistical analysis to improve processes and make informed decisions.

Hawthorne Effect

A phenomenon observed during a series of studies at Western Electric in the 1920s, where workers' productivity increased due to the attention they received.

Japanese Union of Scientists and Engineers (JUSE)

An organization established in 1946 in Japan.

MADE IN JAPAN

The emergence of high-quality products from Japan after World War II.

MADE IN USA domination

The dominance of American-made products in the 1950s.

3rd Industrial Revolution

A period of technological advancements and automation that began in the late 20th century.

Deming Prize

An award established in 1951 to recognize organizations that achieve outstanding quality management.

Quality Function Deployment

A methodology introduced in 1966 to ensure that customer needs are met throughout the product development process.

Six Sigma

A quality management methodology developed by Motorola in the 1980s.

ISO 9000

A set of international standards for quality management systems, first established in 1987.

Malcolm Baldrige National Quality Award

An award established by the US Congress in 1987 to recognize organizations that excel in quality management.

TQM

Total Quality Management, a management approach that focuses on continuous improvement and customer satisfaction.

Philippine Quality Awards

An award established in 1997 in the Philippines to recognize organizations that achieve excellence in quality management.

ISO 9001

The revised version of the ISO 9000 standard, released in 2015, which places increased emphasis on risk management.

Continuous Improvement

A philosophy of making small, gradual, and frequent improvements over time.

Kaizen

A Japanese word meaning gradual and orderly continuous improvement.

Kaizen Blitz

An intense and rapid improvement process that involves dedicating all resources to a project over a short period of time.

Breakthrough Improvement

Refers to significant and discontinuous changes, often driven by innovative and creative thinking.

Traditional VS TQM Quality Management Principles

A comparison between traditional quality management principles and those of Total Quality Management (TQM).

CLEPIER

An acronym representing the seven quality management principles:Customer Focus, Leadership, Engagement of People, Process Approach, Improvement, Evidence-based Decision Making, and Relationship Management.1. ISO:International Organization for Standardization. An independent, non-governmental organization that develops standards to ensure the quality, safety, and efficiency of products, services, and systems.

ISO 9000

A series of standards based on 7 Quality Management Principles that management can apply to promote organizational improvement.

Quality Standards

A written set of technical, dimensional, or performance requirements, or an accepted process or procedure.

International Standards

World-class specifications for products, services, and systems that ensure quality, safety, and efficiency, and facilitate international trade.

Specification

A document that prescribes the requirements with which a product or service has to conform, including means and criteria used to check conformity.

ISO International Standards

Standards developed by ISO through a consensus process, bringing together experts from around the world to share knowledge and develop voluntary, market-relevant standards.

ISO 9001:2015

A standard that sets out the criteria for a quality management system and is the only standard in the ISO 9000 family that can be certified to.

ISO 14000

A family of standards that provides practical tools for companies and organizations to manage their environmental responsibilities.

ISO 14001:2015

A standard that focuses on environmental systems to help organizations achieve environmental management.

ISO 22000

A family of standards that addresses food safety management and helps organizations identify and control food safety hazards.

Quality Guru

A person who has made a major and lasting impact on the concept and approach to quality within business.

Deming, Juran, Ishikawa, Taguchi, Shingo

Key contributors to quality management from different time periods and regions.1. Dr. William Edwards Deming:Regarded as the Father of TQM, he emphasized the importance of a system of profound knowledge and is known for his Fourteen Points, Deming Cycle, and Seven Deadly Diseases.

Deming Cycle

A methodology for improvement based on the PDCA (Plan, Do, Check, Act) or PDSA (Plan, Do, Study, Act) cycle, originally called the Shewhart Cycle.

14 Principles for Management

A set of principles outlined by Deming, including constancy of purpose, adopting a new philosophy, and breaking down barriers between departments.

Joseph M

A TQM guru who defined quality as "fitness for use" and developed the Quality Trilogy, consisting of quality planning, quality control, and quality improvement.

Cost of Quality Concept

Juran's concept that includes failure cost, appraisal cost, and prevention cost.

Ten Steps to Quality Improvement

Juran's approach to quality improvement, including building awareness, setting goals, providing training, and maintaining momentum.

Philip B

Known for his philosophy of "Zero Defects" and the principle of "doing it right the first time" (DRIFT).

Crosby Vaccine

Crosby's approach to TQM, covering integrity, systems, communications, operations, and policies.

Four Absolutes of Quality Management

Crosby's principles that define quality as conformance to requirements, emphasize prevention over appraisal, set zero defects as the standard, and measure quality through the price of non-conformance.

The Ishikawas

Referring to Kaoru Ishikawa, a prominent figure in quality management.1. Genichi Taguchi:A Japanese engineer known for his methodology that emphasizes designing quality into products and processes. He made contributions such as QFD, FMEA, Taguchi Methods, Taguchi Loss Function, and Design of Experiments.

Shigeo Shingo

A Japanese engineer known for various quality techniques and concepts such as Poka-Yoke, SMED, Just in Time, and Jidoka. He has written numerous books and papers on manufacturing and the Shingo Prize is awarded in his honor.

Walter A

Introduced "Statistical Quality Control" in the 1930s and is best known for his development of control charts. His work, "Economic Control of Quality of Manufactured Product," is regarded as a comprehensive exposition of quality control principles.

Armand V

Known for using the term "total" in conjunction with quality control and defined total quality control as an effective system for integrating quality efforts in an organization. He also introduced the concept of the "hidden plant" and outlined the 3 Steps to Quality.

Howard S

Clearly defines Deming's 14 points in "The Deming Guide to Quality and Competitive Position."

Peter Scholtes

A widely read follower of Deming, famous for his book "The Team Handbook."

George Edwards

Coined the term "Quality Assurance."

William E

Focuses on the management system as the means to achieve TQM.

Noriaki Kano

An educator, lecturer, writer, and consultant in the field of quality management.1. Kano Model:A customer satisfaction model developed by Noriaki Kano that categorizes customer needs into three classes:dissatisfiers, satisfiers, and delighters.

Taiichi Ohno

The assembly manager for Toyota who developed the Toyota Production System and introduced JIT (Just-in-Time) and Kanban in Japan.

7 Deadly Wastes (Muda)

The concept originated by Taiichi Ohno that identifies seven types of waste in a production system.

Customers Perceived Value (CPV)

A measure of how customers assess the benefits of a product against its costs in making purchase decisions.

Happy Customer vs

The difference between a happy customer, who is more likely to come back, and a satisfied customer, who may not have the same level of loyalty.

Armand Feigenbaum

The person who emphasized the importance of happy customers and their likelihood to return.

3 Classes of Customer Needs

The categorization of customer needs by Noriaki Kano into dissatisfiers, satisfiers, and delighters.

Dissatisfier

A product characteristic that customers take for granted but causes dissatisfaction when it is missing.

Satisfier

A product characteristic that customers want and ask for, also known as "desired quality."

Delighter

Product attributes or features that are pleasant surprises to customers when they first encounter them.

8 Dimensions of Quality by David Garvin

The eight dimensions that define the quality of a product:performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality.1. Robustness:The ability to operate or utilize in adverse conditions.

Safety

Freedom from injury or harm.

Value/Affordability

Intrinsic value, value for money.

Service

Any primary or complementary activity that does not directly produce a physical product.

Moments of Truth

Every interaction between a customer and the organization.

Service Quality

The tangible component of services, the service process, and the judgment against customer expectations.

Gaps to Service Quality

5 gaps that may cause customers to experience poor service quality.

SERVQUAL

A measurement tool for quality in the service sector.

Competence

The possession of required skills and knowledge to perform the service.

Courtesy

Consideration for the customer's property and a clean and neat appearance of contact personnel.

Credibility

Factors such as trustworthiness, belief, and honesty.

Security

Enables the customer to feel free from danger, risk, or doubt.

Communication

Informing customers in a language they understand and listening to customers.

Knowing the customer

Making an effort to understand the customer's individual needs.

Tangibles

The physical evidence of the service.

Reliability

The ability to perform the promised service in a dependable and accurate manner.

Responsiveness

Readiness and willingness of employees to help customers.

RATER

A model for service quality measurement.

Flowcharts

Used to chart the inputs, steps, functions, and outflows of a process.

Check Sheets

A tool for collecting and displaying data in a visual form.

Histograms

Graphical representation of variability.1. Attribute data:Data that indicates whether the output product of a process has a certain attribute or not.

Variable data

Data that results from measuring something, typically represented on a measurement scale with frequency of measurements on the other axis.

Bar graph

A graph that shows the frequency distribution of data by category or class, with vertical and horizontal axes representing frequency and categories/class intervals respectively.

Pareto Analysis / Pareto Chart

A technique for prioritizing sources of problems, represented by a graphical bar chart that ranks causes from most significant to least significant.

Scatter Plots / Scatter Diagram

A graph used to determine the correlation between two variables, showing positive correlation, negative correlation, or no correlation.