Quality Management Concepts and Tools

These flashcards cover key concepts, definitions, and applications of various quality management tools and methodologies.

What is Total Quality Management (TQM)?

A company-wide philosophy focused on continuous improvement, everyone’s involvement, and customer satisfaction.

What are the three core ideas of TQM?

1. Continuous improvement, 2. Everyone involved, 3. Customer satisfaction.

What is the Plan–Do–Study–Act (PDSA) cycle?

1. Plan: Identify problem, set goal, plan change. 2. Do: Test the change on small scale. 3. Study: Measure results, analyze data. 4. Act: Adopt, adapt, or abandon.

What is a Fishbone (Ishikawa) diagram?

A cause-and-effect diagram used to identify root causes of a problem.

What is Lean?

A methodology to eliminate waste and improve process flow by cutting non-value-added activities.

What is Six Sigma?

A data-driven approach to reduce variation and defects using the DMAIC framework.

What is Lean Six Sigma?

A combined approach where Lean removes waste and Six Sigma reduces variation.

What are the 8 wastes of Lean (DOWNTIME)?

Defects, Overproduction, Waiting, Non-utilized people, Transportation, Inventory, Motion, Extra Processing.

What does 'sigma level' mean?

It measures process consistency; higher sigma means fewer defects.

What is DPMO at 6σ versus 3σ?

6σ ≈ 3.4 defects per million, 3σ ≈ 66,807 defects per million.

What is process yield?

The percentage of outputs without defects.

What are the five steps of 5S?

Sort, Set in Order, Shine, Standardize, Sustain.

What is the goal of 5S?

To create a fast, clean, organized workplace where problems are visible.

When should TQM be used?

For organization-wide, long-term improvements across all service aspects.

When should PDSA be used?

For testing small changes quickly with low risk.

When should Lean Six Sigma be used?

When there’s waste or variation causing delays, rework, or errors.

When should a Fishbone diagram be used?

When a problem is clear but the root cause is unknown.

When should 5S be applied?

When a workspace is messy or confusing and slows down service.

What are the Lean Six Sigma certification belts?

Yellow Belt, Green Belt, Black Belt, Master Black Belt.

Which tool would you use if a hotel chain wants to improve overall guest satisfaction?

TQM – for broad focus on continuous quality improvement.

Which tool would you use if a clinic wants to test text check-in for one week?

PDSA – for small trial to test improvement.