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60 Cards in this Set
- Front
- Back
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_____ are characteristics of a product or service that bears on its ability to satisfy stated or implied needs and a product or service that is free of defects
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Quality
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______ is not a program, it is an approach to business
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quality
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_____ is defined by the customer through his or her satisfaction
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quality
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_____ is aimed at performance excellence; anything less is an improvement opportunity
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quality
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_____ increases customer satisfaction, reduces cycle times and costs, and eleminates errors and rework
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quality
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________ often regarded as the intellecutal father of total quality management proposed a 14-point system to help companies increase their quality
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Dr. W. Edwards Deming
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______ procedure that defines and ensures maintenance of standards within prescribed tolerances for a product or service
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Quality assurance
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______ management philosophy in which processes are refined with goals of improving performance in response to customer needs and expectations
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Total quality management
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_________ is a management philosophy directed at improving customer satisfaction while promoting postive change and an effective cultural environment for continous improvement of all organizational aspects
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Total quality management
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_____ are output oriented and include the process of defining measurable quality standards and then putting controls in place to ensure that these standards are met
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Quality assurance programs
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_______ is level or degree to which managers allow employees to act independently within their job descriptions
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empowerment
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_____ is a data driven approach and technique for eliminating defects and reducing variations in any process
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six sigma
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______ are designed using the DMAIC approach to quality improvement. This approach has manager Define the projects goals, Measure the current performances of the process, Analyze and determine cause of defects, Improve the process by eliminating defects, and Control and standardize future process performance
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Six Sigma
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What does the DMAIC approach to quality improvement stand for?
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D-efine the project goals
M-easure the current performances of the process A-nalyze and determine cause of defects I-mprove the process by eliminating defects C-ontrol and standardize future process performance |
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the term _______ was popularized in 1993 by authors Hammer and Champy in the 5th edition of their book ____ and the Corporation. ______ was defined as a fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in performance
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Reengineering
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_____ was introduced by Goldratt in his book in 1984 in his book The Goal
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Theory of Constraints
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______ is something that limits an organization from reaching its goals
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constraint
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What are some of the tools used in process improvement? (6)
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1. benchmarking
2. cause and effect diagrams 3. pareto analysis 4. flowcharts 5. control charts 6. plan-do-check-act (PDCA) |
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______ is comparison against best performance in the field
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benchmarking
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_____ are also refereed to as Ishikawa or fishbone diagrams: illustrate the factors that may influence or cuase a given outcome. Provides a way to identify and categorize factors that might be the cause of such a problem
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Cause and effect diagrams
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_______ often called the 80-20 rule because 80% of a given outcome typically results form 20% of an input, was named after Vilfredo ______ who suggested that most effects come from relatively few causes
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Pareto analysis
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_____ are graphical representations of the steps in a process with symbols such as arrow, circle, square, triangle, and D
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flow charts
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______ represents transportation (move material form one point to another)
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arrow
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______ represents operation ( add ingredient, serve food)
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circle
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_____ represents inspection (check quality, take temperature)
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square
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_____ represents storage ( raw material in storage, finished product ready for sale)
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Triangle
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____ represents delay ( waiting for elevator, food waiting)
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D
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______ is a graphical record of process performance over a period of time
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control charts
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______ cycle is a model for coordinating process improvement effecorts
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Plan-do-check-act - PDCA
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What does PDCA stand for ?
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Plan to improve operation
Do changes Check results Act to implement permanently |
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___________ are a group of five individual but related international standards on quality management; generic management standards
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ISO 9000:2000 series of standards
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the ISA 9000:2000 series of standards were developed by the __________; a worldwide, non governmental federation consisting of representatives form national standards groups in more than 160 countries
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International Organization of Standards
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__________ address performance expectations in several areas (environment of care, emergency management, human resources, infection prevention and control, information management, leadership, life safety, medication management, medical staff, national patient safety goals, nursing , provision of care, treatment and services, performance improvement, record of care/treatment/services, rights and responsibilities of the individuals, transplant safety, and waivered testing )
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The Joint Commission Standards
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The ________ focuses on what an organization does not what it has; are developed in consultation with healthcare experts, providers, measurement experts, purchasers, and consumers
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the Joint Commission Standards
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________ are standards that are based on eight principles that can be used by management as a framework to guide an organization toward improved performance.
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ISO 9000:2000 series of standards
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What are the 8 principles that the ISO 9000 are based on ?
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1. customer focus
2. leadership 3. involvement of people 4. process approach 5. system approach to management 6. continual improvement 7. factual approach to decision making 8. mutually beneficial supplier relations |
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The School Nutrition Association (formerly American Standard of Foodservice ASsociation ) developed the ________ to provide quality standards for Child Nutrition Programs (CNPs)
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Keys to Excellence
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The National ASsociation of College and University Food SErvices (NACUFS) developed the __________ manual as a tool for professional development, self -assessment, and continuous quality improvement
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Professional Practices in College and University Food services
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The ________________ contains objective principles and practices in areas including professionalism, organization, plannign, marketing, operational controls, human resources, menu managemnt, purchasing/receiving/ storage, food safety, service management, safety, seqcurity, sustainability, facilities mangement, technology, capital improvement and contract services
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Professional Practices in College and Univeristy Food service manual
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The healthcare segment for the foodservice industry was the first to give impetus to the estblishment of formalized _________
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TQM programs
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The joint commission was formerly called the ___________________ or _____
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Joint Commission on Accreditation of Healthcare Organizations or JCAHO
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_______ are a key set of standards for improving the quality and safety of patient care; independent, not for profit organization that sets standards for and accredits healthcare organizations
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The Joint Commission
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The current Joint Commission Accreditation MAnual invorportates standards related to the management of the food and nutrition operation under many standards including ____, ____, ____, ______ , ______, and ____.
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environment of care
human resources information management leadership national patient safety goals provision of care |
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Review some examples of TJC goals in notes
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talk about them
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_________ oversees the National Integrated Accreditation for Healthcare Organizations accreditation program and the American association for accreditation of ambulatory surgery facilities provide accreditation to ambulatory medical care units
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DNV (Det Norske Veritas ) Healthcare
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the ______ and _____ serve as accrediting options for hospice, home health and home medical supplies and equipment
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Community Health Accreditation program and the accreditation commission for healthcare
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_____________ allows for centers for Medicare and Medicaid services (CMS ) to recognize accreditation by national accreditation organization such as TJC and other organization meeting the CMS standards ; deemed eligible for Medicare and Medicaid reimbursement
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The Medicare Improvements for Patients and PRoviders Act of 2008
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___________ established an annual US national quality award; the award was established to recognize companies for their achievements in quality and performance
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The Malcolm Baldrige National Quality Improvement Act of 1987 ( award)
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The Malcolm Baldrige National Quality Improvement Act of 1987 ( award) promotes what?
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sharing of information on successful performance strategies ; the award is open to business headquarters in the United States or its territories
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Of the up to 3 awards given, What are the 5 categories in which The Malcolm Baldrige National Quality Improvement Act of 1987 ( award) can be given in?
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1. manufacturing
2. service 3. small business 4. education 5. healthcare |
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Leadership, strategic planning, customer and market focus, measuremnt/ analysis / and knowledge management, human resource focus, process management , and business results are the criteria used to determine who receives what award?
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The Malcolm Baldrige National Quality Improvement Act of 1987 ( award)
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_________ is recognized as the company's leadership system, values, expectations, and public responsibilities
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leadership
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________ is recognized as the effectiveness of strategic and business planning and deployment of plants, with a strong focus on customer and operational performance requirements
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strategic planning
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______ is viewed as how the company determines customer and market requirements and expectations, enhances relationships with customers, and determines their satisfaction
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customer and market focus
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_______________ is the effectiveness of information collection and analysis to support customer-driven perforamce excellence and market place success
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MEasurement, analysis and knowledge management
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________ is seen as the success of efforts to realize the full potential of the work force to create a high performance organization
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Human resource focus
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_______ is the effectiveness of systems and processes for assuring the quality of products and services
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process management
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________ are performance results, trends and comparison to competitors in key business area,s including customer satisfaction, financial, marketplace, human resources, suppliers and partners, operations, governance, and social responsibility
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business results
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What are some award winning organizations of The Malcolm Baldrige National Quality Improvement Act of 1987 ( award)?
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Ritz carlton - 3 time winner
AtlantiCare Heartland health Iredell-statesville Schools Poudre Valley Health system and Mercy Health System |
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The best lesson learned from __________ is the vital importance of human resource practices that support quality of work and encourage people at the middle and lower levels to create ideas for improvement
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Baldrige Award recipients
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