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Flashcards in Long Test 1: Intro Deck (37)
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1

American Society for Quality Control defines _____ as subjective term for which each person can have his or her own definition.

Quality

2

In technical usage, quality can be defined as:

The ability of the product or service to satisfy the stated or implied needs.
A product or service which is free from deficiencies.

3

Quality can be quantified as?

Q = P/E

Quality
Performance
Expectations

4

What are the dimensions of quailty

1. Performance
2. Features
3. Conformance
4. Reliability
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived Quality

5

Primary product characteristic

Performance

6

Secondary characteristic / function of a product.

Features

7

Meeting the specifications or industry standard.

Conformance

8

The probability of a product performing its intended duty under stated conditions without failure for a given period of time.

Reliability

9

Lifetime of a product which includes repair.

Durability

10

Ease of repair.

Serviceability

11

The external finish given to a product to attract the customer.

Aesthetics

12

Refers to how the customer feels about the quality. 

Perceived Quality

13

Manufacturing VS Service

Manufacturing produce tangible product, Service is experienced

14

5 Service Quality

1. Tangibles
2. Reliability
3. Responsiveness
4. Assurance
5. Empathy

15

Physical features of the service being provided.

Tangibles

16

refers to the ability to provide the service as it was promised on a regular basis

Reliability

17

responding to customers in a timely manner.

Responsiveness

18

Customers have to be able to trust that service providers are knowledgeable about the service they are providing.

Assurance

19

The ability to understand and relate to the customer’s feelings.

Empathy

20

Define TQM

Total - Made up of the whole
Quality - Degree of excellence
Management - Act of planning,
controlling, leading, organizing

21

Managing the whole to achieve excellence.

TQM

22

An organization-wide philosophy with its core values centered on continually improving the quality of its product and services and the quality of its processes to meet and exceed customer expectations.

TQM

23

A committed and involved management to provide long-term top-to-bottom organizational support.

Top Mgmt

24

We must listen to the “voice of the customer”.

Focus on Customer

25

Effective involvement and utilization of the entire work force.

Employee involvement

26

Continuous improvement of the business and production process.

Continuous improvement

27

Treating suppliers as partners.

Partnership with suppliers

28

Establish performance measures for the processes.

Performance Measures

29

Craftsmen across medieval Europe were organized into unions called? What era?

guilds, The Craftsmanship Era (Up to 1900)

30

Standardization, Mass Production & Quality Assurance (1900-1930)
Formation of ______and increase use of _______

Formation of factories and increase use of automation