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31 Cards in this Set

  • Front
  • Back
Element of management process
POIC: Planning, Organizing, Implementing, Controlling
Basics functions of an organization
HR, Accounting, Production, Marketing, R&D
The prime focus of TQM is motivating employee involvement and ownership of the process they perform. The idea is that employees should be responsible for their area of responsibility and should be empowered to act because they know more about the process involved in the performance of their work. Also, the employee is in the ideal position to note the necessary improvements as the processes are improved.
Total Quality Service strives to focus on making the customer happy with the services. It hopes to make the purchase easier for the customer; therefore, adds value to the purchase.
Teams review processes and provide commitment for implementing a process of continuous quality improvement.
Six Sigma
It is using analytical processes and tools to achieve perfection of quality processes. Projects are selected on customer feedback.
It is setting the best standards as the common practice in the organization. Moreover, it seeks to copy, emulate, or improve the best processes in an industry.
Best Practices
Prevents reinvent the wheel. Implement the best practice throughout all sectors of the company.
Employee Training
Providing the best training and making the employee smarter.
Measurement Processes
Processes should be quantified and measured. Having measurable goals.
It is using numbers and analytical tools for evaluating processes. The metrics define what is to be measured.
Cause and Effect diagram (Ishikawa)
A graphical diagram used to find the most likely cause
A graphical description or tabulated series that shows the cases that fall into various categories. The data can be
Pareto chart
A specialized version of a histogram that ranks the categories in the chart from frequent to least frequent.
It is a group process method for generating new ideas and sharing them with others without judging their merit. This is done to generate and develop new ideas.
A standard set today for evaluating future improvements against
SWOTt Analysis
A tool for clarifying and evaluating the organization's position in their industry.
Self directed teams
Teams with the responsibility to independently plan, organize, implement, and control their quality activities.
Employee empowerment
Allowing the employees to make decisions on what needs to be done to achieve quality.
Participator management
Is an organization tnat incorporates democratic processes into their management structure and allows everyone in the organization to participate in the process.
Customer-driven quality
Implementing a process for understaing what the customer perceives as quality and implementing processes to achieve that quality.
Establishing a quality culture
An organization that develops an organizational culture that focuses on the quality of their products and services, and manages the activities to achieve the total quality management process
A diagram that allows the user to look at the factors that lead to a cause
External customer
The customer that pays for the product
Internal customer
The are line departments (production, sales and customer support) that build the product or provide the service directly to the external customer. The itnernal customers are the customers of the support department (HR, Accounting, Marketing, and R&D) of the organization. In some organizations, the sales and customer support departments are considered line department because they are the direct contact with the external customers.
Quality planning
It is the collection of activities designed to identify customers, determine their requirements, and develop the capability to meet those requirements in a cost-effective manner
Quality control
The coolection of activities within a process designed to ensure that defects are neither made nor shipped. The term is also used for the act of performing prevention and appraisal activities
Quality improvement
It is the activity of changing a process to improve the quality of products produced by that process
Quality assurance
The activities designed to faciliate quality control and quality improvement.
Quality audit
It is the function of checking compoliance with the requirements, standards, and procedures of the quality system
Quality assessment
It is the critical review of an organization and its processes to assess their ability to produce quality products. Whereas an audit checks compliance to the system, an assessment is a critique of the system