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45 Cards in this Set

  • Front
  • Back
ability of a product or service to accomplish its function relative to the end consumer needs
Quality and Strategy
Managing quality supports differentiation, low cost, and response strategies
Quality helps firms increase sales and reduce costs
Building a quality organization is a demanding task (dealing with products public perception)
Ways quality improves productivity
Sales gains, reduced costs, predict failures
Flow of activities
Organizational practices
Quality principles
Employee fulfillment - empowerment, organizational commitment (have to have involvement, actually make a change)
Customer satisfaction
winning orders, repeat customers
Different views
User-based - better performance
Manufacturing based
conformance to standards, making it right the first time
specific and measurable attributes of the product (have to have all of them)
Implications of quality
company repuatation
Product liability
Global implications (how you treat your suppliers is important) (shared destiny "we")
Key dimensions of quality
durability, serviceability, aesthetics
Most important key dimensions of quality
perceived quality and value
symbolizes a broad dimension of quality , a deeper process than education, and a more perfect method than persistance.
Leaders in quality
w. edwards deming, joseph juran, armand feigenbaum, philip crosby
14 points of managements
top management, commitment, fitness for use
total quality control
quality is free
encompasses entire organization from supplier to customer
Deming's Fourteen points
Create consistency of purpose
Lead to promote change
Build quality into the product
Build long term relationships based on performance, not price
continuously improve product, quality and service
Start training
emphasize leadership
Drive out fear
Break down barriers between departments
Stop haranguing workers
Support, help, improve
Remove barriers to pride in work
Institute a vigorious program of education and self-improvement, put everybody in the company to work on the transformation
Seven concepts of TQM
continuous improvement
six sigma
employee empowerment
taguchi concepts (quality lost funciton)
knowledge of tqm tools
The U.S. National Quality Award is named after
Taguchi's quality loss function is based on a
quadratic equation
The Taguchi method includes three major concepts. These include all of the following, except
employee involvement
Cause-and-effect diagrams are also known as
fish-bone charts
Attribute inspection measures
if the product is good or bad
One hundred percent inspection
means that every part is checked to see whether or not it is defective
Which of the following is not a common TQM tool?
queuing models
In which of the four major categories of quality costs would the costs associated with scrap and rework belong?
internal failure
Which of the TQM tools would be best suited for displaying the number of students majoring in each business discipline?
Which of the TQM tools would be best suited for determining why your course registration is never correct?
cause and effect diagram
The ISO 9001:2000 standards are
quality management procedures that address leadership, documentation, and record-keeping