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STS > TQM > Flashcards

TQM Flashcards

1
Q

signify excellence

A

Quality

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2
Q

ranks with quality/alternatives considered

A

Reliability

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3
Q

measure how well the P/S designed

A

Quality of design

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4
Q

transformation of a set of inputs into outputs

A

Process

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5
Q

is a fundamental requirement to good process management

A
  • ‘voice of the customer’
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6
Q

provides key feedback to the supply

A

voice of the process

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7
Q

Process Equation

A

right Suppliers + correct Inputs = correct Outputs + satisfied Customers (SIPOC).

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8
Q

the prevention of quality problems through planned and systematic activities

A

Quality Assurance

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9
Q

earliest approach

A

Deming Prize (japanese-based)

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10
Q

Continuous process/destination or moving forward.

A

Strategic Planning

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11
Q

obtain correct equipment

A

Purchasing/procurement

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12
Q

– programme directed/right quantities

A

JIT

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13
Q

Japanese word “visible record”

A

Kanban

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14
Q
  • ‘Fitness for purpose or use’
A

Juran

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15
Q
  • ‘Quality should be aimed at the needs of the consumer, present and future’
A

Deming

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16
Q
  • ‘The total composite product and service characteristics of marketing, engineering, manufacture and maintenance through which the product and service in use will meet the expectation by the customer’
A

Feigenbaum

17
Q

‘Conformance to requirements’

A

Crosby

18
Q
  • Four absolutes Phil Crosby
A

-Definition – conformance to requirements
- System – prevention
- performance standard – zero defects
- measurement – price of non-conformance

19
Q
  • tracking progress against organizational goals
A

Measurement

20
Q

form of guarantee/promise

A

Warranty Claims

21
Q

sets out a method/applying quality costing

A

Process cost model

22
Q
  • Deming cycle of continuous improvement
A

‘Plan, DO, Check, Act’

23
Q

outputs to its inputs

A

productivity measures

24
Q

achieving the desired results

A

Effectiveness measures

25
Q

concerned with percentage resource

A

Efficiency

26
Q

– information system that maintain data

A

ABC (Activity-based Costing

27
Q

planned before actual operation

A

Prevention cost

28
Q

suppliers and customers evaluation of purchased

A

Appraisal Cost

29
Q

– results of work fail to reach design

A

Internal Failure Cost

30
Q
  • Process cost model
A

ICOR iNPUT, CONTROL, OUTPUT, RESOURCES

31
Q

providing P/S to the required standards

A

Cost of non-conformance

32
Q

proposed by Kaplan

A

Balance Scorecard

33
Q

4 Balance Scorecard

A

-FINANCIAL
-CUSTOMER
-INTERNAL BUSINESS AND INNOVATION
-LEARNING PERSPECTIVE

34
Q

superior performance

A

Benchmarking

35
Q
  • ‘criteria’
A

Maturity

36
Q

individual level relies performance appraisal.

A

Performance measurement

STS (9 decks)

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