Total quality management Flashcards
Total quality management
The integrative approach to management that supports the attainment of customer satisfaction through a wide variety of tools and techniques that result in high quality goods and services
The main point is to improve quality of goods and services
Six sigma
A statistical sign for standard deviation-it requires fundamental changes in organizational processes and relationships with customers and suppliers
“6” would translate into less than 3.4 defects/mistakes per million
ISO 9001
International standards organization - global quality standard
Revolves around eight principles
Re-engineering
Based around the idea of cutting costs by focusing on what the customer wants
Throwing out the old
Quality control
Process that measures and determines quality level of products and services, it’s a bit more (reactive)
Quality assurance
More of a complete system to assure quality of products and services (proactive)
Quality audit
Somebody coming in and seeing how does your organization conform to these standards
Customer relationship management
A multifaceted process typically mediated by the set of information technologies that focuses on creating two exchanges with customers so that firms have an intimate
Knowledge of their needs, wants, and buying patterns
Computer integrated manufacturing (CIM)
Use of computer aided design and manufacturing processes and sequences to optimize a number of production processes.
Flexible factories
Plants that have short production runs organized around products, decentralized scheduling (flexibility is key)
Just in time (JIT)
Calls for subassemblies components in a production process manufactured in a small batch, small lots and delivered directly to the next stage in the production process just as they are needed.
Small batch
Making goods and services in low volumes, jobs shop
Large batch
High volumes, mass production ongoing continuous is really the ultimate - never stop
Continuous process
Does not ever stop and work is automated
Mass customization
When technology is used to customize a product or service for low cost
