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Operations management (Prelims) > TQM L1 > Flashcards

TQM L1 Flashcards

1
Q

A customer-oriented philosophy and strategy that is focus to provide quality products and services.

A

TQM

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2
Q

An american quality experts that help the japanese to apply concepts of tqm

A

Edward Deming

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3
Q

Members of organization make consistent efforts to achieve the objective of customer delight to systematic efforts for improvement of the organization

A

Total

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4
Q

According to Juran it is a fitness for use and suitability for use by the customer

A

Quality

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5
Q

It is to improve quality, cost decreases fewer,defects, improve productivity, capture the market with lower prices, stay in the business, providing more jobs

A

Japanese chain reaction

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6
Q

Dimensions of Quality

A

Functionalilty
Reliability
Usability
Maintainability
Efficiency
Portability

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7
Q

Core features and characteristics of a product

A

Functionalilty

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8
Q

Ability of a product to perform as expected over time

A

Reliability

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9
Q

Refers to how easy the product to be use

A

Usability

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10
Q

Eas with which a product can be maintained in the original condition

A

Maintainability

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11
Q

Ratio of output to input

A

Efficiency

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12
Q

Easily to be transferred and handy

A

Portability

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13
Q

Generally refers to customer’s comparison of service expectations at it relates the company’s performance

A

Service Quality

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14
Q

Additional attributes of quality which are applicable to both products and services

A

Timeliness
Aesthetic
Regulatory requirements Requirements of society
Conformance to Standards

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15
Q

He is the father figure of statistical quality control or SQC and develop the Plan, Do, Check, Act or PDCA cycle for continuous improvement

A

Dr. Walter A. Shewart

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16
Q

Refers to the efficient use of resources and prompt delivery of service products. It is a measure of how well a company is able to utilize its resources and manage its operations to ensure that that lends are consistently met and tasks are completed in a timely manner.

A

Timeliness

17
Q

A product or service should not only perform well but also appear attractive

A

Aesthetics

18
Q

Rules that a business must follow the are invoked by designating regulators and compliance officers

A

Regulatory Requirements

19
Q

The products should fulfill both the stated and employ requirements imposed by the society

A

Requirements of the Society

20
Q

A product or service should conform to the stated and employ requirements of the customers such as a national standards international of standards and industry standards.

A

Conformance to Standards

21
Q

He modified pdca cycle of Shewart to the Plan, Do, Study, Act (PDSA) Cycle. He stressed on the importance of suppliers and customers for the business development and improvement

A

Deming W. Edwards

22
Q

He identified fitness of quality and popularized the same

A

Joseph M. Juran

23
Q

Juran’sp Fitness of Quality

A

Quality of Design
Quality of Conformance
Availability
Full Service

24
Q

he was the vice president of international telephone & telegraph. His absolutes of quality are very relevant to tqm

A

Philip B. Crosby

25
Q

He was a president of american society of quality control or SQC. He said “Quality and its essence, a way of managing the organization.

A

Dr. Armand V. feighenbaum

26
Q

He strongly advocated the use and cause and effect diagrams to provide a true representation of the organizational impacts and procedures. He develop fishbone or Ishikawa diagram for cause and effect analysis.

A

Kauru Ishikawa

27
Q

Additional features of service quality

A

Quality of customer service
Quality of service design
Quality of delivery

28
Q

It is the efficient effective and empathetic assistance to customers in order to meet and exceed their expectations

A

Quality of Customer service

29
Q

It is the practice of making services better to research developing ideas and testing experiences

A

Quality of Service Design

30
Q

Measure of the performance quality level delivered by service providers such as productivity effectiveness and efficiency

A

Quality of Delivery

31
Q

3 Cost of Quality

A

Prevention cost
appraisal cost
failure cost

Operations management (Prelims) (2 decks)

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