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39 Cards in this Set
- Front
- Back
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Quality
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The ability of a product or service to consistently meet or exceed customer expectations.
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Deming Prize
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Prize established by the Japanese and awarded annually to firms that distinguish themselves with quality management programs.
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Dimensions of quality
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Performance, aesthetics, special features, conformance, reliability, durability, perceived quality, and serviceability.
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Quality of design
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Intention of designs to include or exclude features in a product or service.
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Quality of conformance
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The degree to which goods or services conform to the intent of the designers.
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Appraisal costs
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Costs of activities designed to ensure quality or uncover defects.
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Prevention costs
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Costs of preventing defects from occurring.
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Failure costs
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Costs caused by defective parts or products or by faulty services.
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Internal failures
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Failures discovered during production.
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External failures
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Failures discovered after delivery to the customer.
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Return on quality
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An approach that evaluates the financial return of investments in quality.
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Baldrige Award
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Annual award given by the U.S. government to recognize quality achievements of U.S. companies.
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European Quality Award
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European award for organizational excellence.
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ISO 9000
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A set of international standards on quality management and quality assurance, critical to international business.
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ISO 14000
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A set of international standards for assessing a company's environmental performance.
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ISO 24700
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A set of international standards that pertains to the quality and performance of office equipment that contains reused components.
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Total quality management (TQM)
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A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.
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Fail-safing
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Incorporating design elements that prevent incorrect procedures.
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Continuous improvement
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Philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs.
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Kaizen
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Japanese term for continuous improvement.
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Quality at the source
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The philosophy of making each worker responsible for the quality of his or her work.
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Six sigma
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A business process for improving quality, reducing costs, and increasing customer satisfaction.
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DMAIC
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A six-sigma process: define, measure, analyze, improve, and control.
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Lean/Six Sigma
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An approach to continuous improvement that integrates lean operation principles and six sigma techniques.
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Plan-do-study-act (PDSA) cycle
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A framework for problem solving and improvement activities.
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Process improvement
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A systematic approach to improving a process.
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Flowchart
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A diagram of the steps in a process.
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Check sheet
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A tool for recording and organizing data to identify a problem.
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Histogram
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A chart of an empirical frequency distribution.
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Pareto analysis
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Technique for classifying problem areas according to degree of importance, and focusing on the most important.
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Scatter diagram
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A graph that shows the degree and direction of relationship between two variables.
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Control chart
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A statistical chart of time-ordered values of a sample statistic.
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Cause-and-effect diagram
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A diagram used to search for the cause(s) of a problem; also called "fishbone diagram."
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Brainstorming
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Technique for generating a free flow of ideas in a group of people.
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Affinity diagram
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A tool used to organize data into logical categories.
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Quality circles
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Groups of workers who meet to discuss ways to improving products or processes.
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Interviewing
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Technique for identifying problems and collecting information.
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Benchmarking
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Process of measuring performance against the best in the same or another industry.
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5W2H
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A method of asking questions about a process that includes what, why, where, when, who, how, and how much.
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