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34 Cards in this Set
- Front
- Back
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Calling Population
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the source of customers to a waiting line
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queue
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a single witing line that forms in front of a service facility
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participative problem solving
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involving employees directly in the quality management process to identify and solve problems
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index numbers
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ratios that measure quality costs relative to some base accounting values such as salles or product units
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Arrival Rate
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the rate at which customers arrive at a service facility during a specified period of time
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benchmark
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a level of quality achievement established by one company that other companies seek to achieve (i.e. a goal)
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external failure costs
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costs of poor quality incurred after the product gets to the customer; (customer service, lost sales)
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yield
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a measure of productivity; the sum of good quality and reworked units
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productivity
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a measure of effectiveness in converting resources into products, generally computed as output divided by input
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operating characteristics
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measures of waiting line performance expressed as averages
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pareto analysis
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a method for identifying the causes of poor quality which usually shows the most quality problems result from only a few causes
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prevention costs
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costs incurred during product design and manufacturing that prevent nonconformance to specifications
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production index
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the ratio of quality cost to final product units
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quality circle
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a small voluntary group (team) of workers and supervisors formed to adress quality problems in their area
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phases
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the number of sequential servers a customer must go through to recieve service
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cause and effect diagram
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a graphical description of the elements of a specific quality problem
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acceptance sampling
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a statistical procedurefor taking a random sample in order to determine whether or not a lot should be accepted or rejected
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assemble to order
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major subassemblies are produced in advance of a customer's order and are then configured to order
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quality-productivity ration
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a productivity index that includes productivity and quality costs
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fitness for use
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a measure of how well a product or service does what the consumer thinks it suppose to do and wants it to do
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sales index
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the ratio of quality cost to sales
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internal failure costs
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costs of poor quality products discovers during the prouction process (scrap, rework)
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labor index
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the ration of quality caost to direct labor hours
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service time
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the time required to service a customer
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quality assurance
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the management of quality throughout the organization
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total quality management (TQM)
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the management thorughout the organization at all management levels and across all areas
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queue discipline
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the order n which customers are served
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Channels
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the number of parallel servers
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total quality control
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a total company wide systems approach to quality developped by Feigenbaum
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appraisal costs
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costs of measuring, testing, and analyzing materials, parts, products, and the productive process to make sure they conform to design specifications
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quality of conformance
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the degree to which the product or service meets teh specifications required by design during the production process
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quality of design
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the degree to which quality characteristis are designed into a product or service
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infinite queue
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a witing line that grows to any length
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finite queue
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a waiting line that has limited capacity
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