Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
20 Cards in this Set
- Front
- Back
|
What is Quality? |
The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs |
|
|
What are the three broad categories of definitions of quality? |
user-based, manufacturing-based, product-based |
|
|
What is user-based quality? |
Better performance, nicer features, and other improvements |
|
|
What is manufacturing-based quality? |
Conforming to standards and "making it right the first time" |
|
|
What is product-based quality? |
A precise and measurable variable. (Ex. How much of X is in a good) |
|
|
What is the Cost of Quality? |
The cost of doing things wrong |
|
|
What are the 4 categories of Cost of Quality |
Prevention Costs Appraisal Costs Internal Failure External Costs |
|
|
What are prevention costs? |
Costs associated with reducing the potential for defective parts or services |
|
|
What are Appraisal costs? |
Costs related to evaluating products, processes, parts, and services |
|
|
What is internal failure? |
Costs that result from production of defective parts or services before delivery to customers |
|
|
What are External Costs? |
Costs that occur after delivery of defective parts or services |
|
|
What is Total Quality Management? |
Management of an entire organization so that it excels in all aspects of products and services that are important to the customer |
|
|
What is PDCA and which aspect of TQM is it applied to? |
Plan, Do, Check, Act
This is a Continuous Improvement Model |
|
|
What is Six Sigma? |
A program to save time, improve quality, and lower costs |
|
|
What is the statistical sense of Six Sigma? |
Six Sigma describes a process, product, or service with an extremely high capability (99.9997% accuracy) |
|
|
Six Sigma is both a ________ and a __________ |
Strategy, Discipline |
|
|
What is the formal Six Sigma Improvement Model and what does it stand for? |
DMAIC.
Define the project's purpose
Measure the process and collect data
Analyze the data, ensuring repeatability and reproducibility
Improve the project
Control the new processes
|
|
|
What is employee empowerment? |
Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization |
|
|
What is a quality circle? |
A group of employees meeting regularly with a facilitator to solve work-related problems in their work area |
|
|
What is benchmarking? |
Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity |
