Operations Management Chapter 5

Characteristics of Total Quality Management (TQM)

-Identifying and correcting the root causes of quality problems
-Encompasses the entire organization
-Attempts to embed quality in every aspect of the organization
-Concerned with technical aspects of quality

A quality circle is...

A team of volunteer production employees and their supervisors who meet regularly to solve quality problems

The important thing in Quality Function Deployment competitive evaluation is...

To identify customer requirements that should be pursued and how we fare relative to our competitors

One common name for TQM based team work is:

quality circle

For a cause-and-effect diagram, examples causes could be related to...

-Materials
-Measurements
-Machines
-Workers

Quality at the source is the belief that it is far better to _______ quality problems and _____ them than to discard defective items after production.

uncover the source of, correct

What was the first US company to receive the Deming Prize?

Florida Power and Light

Who developed quality control charts?

Walter Shewhart

For Juran's quality trilogy, which part stresses that processes should be set up to ensure that the quality standards can be met?

quality planning

Who developed a formula for determining the cost of poor quality?

Genichi Taguchi

One common definition of quality is __________ which focuses on measuring how well the product or service meets targets and tolerances determined by its designers.

conformance to specifications

The expected operational life of a product is called its...

durability

Included in preventative costs are

planning costs

examples of costs that arent preventative

-repair costs
-return costs
-shipping costs
-scrap costs

TQM team meetings take place

during a time in the work day set aside for them

the cost of defect correction is...

less costly the earlier they are corrected

Costs of quality inspections, testing, test equipment, and labs are examples of __________ costs.

appraisal

According to Dr. Taguchi's view of quality...

as conformance values move away from the target, loss increases as a quadratic function

Warranty claims, customer complaints, and costs of litigation are examples of __________ costs.

external failure

It wasn't until what year that the first major ISO 9000 changes occurred?

2000

Where is the Deming prize awarded

Japan

The purpose of the International Organization for Standardization is to...

Establish international quality standards

ISO 14000 may become an important set of standards for promoting...

environmental responsibility

what are examples of TQM tools for solving quality problems?

flowcharts, checklists, control charts, cause-and-effect diagrams, Pareto analysis, histograms

appraisal costs

Costs incurred in the process of uncovering defects.

cause and effect diagram

A chart that identifies potential causes of particular quality problems.

checklist

A list of common defects and the number of observed occurrences of these defects.

conformance to specifications

How well a product or service meets the targets and tolerances determined by this designers.

control charts

Charts used to evaluate whether a process is operating within set expectations.

customer-defined quality

An integrated effort designed to improve quality performance at every level of the organization.

fitness for use

A definition of quality that evaluates how well the product performs for its intended use.

flowchart

A schematic of the sequence of steps involved in an operation or process.

histogram

A chart that shows the frequency distribution of observed values of a variable.

ISO 14000

A set of international standards and a certification focusing on a company's environmental responsibility.

ISO 9000

A set of international quality standards and a certification demonstrating that companies have met all the standards specified.

Malcolm Baldrige national quality award

An award given annually to companies that demonstrate quality excellence and establish best practice standards in industry.

Pareto Analysis

A technique used to identify quality problems based on their degree of importance.

Plan-to-do-study-act (PDSA)

A diagram that describes the activities that need to be performed to incorporate continuous improvement into the operation.

preventions costs

costs incurred in the process of preventing poor quality from occurring.

psychological criteria

A way of defining quality that focuses on judgmental evaluations of what constitutes product or service excellence.

quality at the source

The belief that it is best to uncover the source of quality problems and eliminate it.

quality circle

A team of volunteer production employees and their supervisors who meet regularly to solve quality problems.

quality function deployment (QFD)

A tool used to translate the preferences of the customer into specific technical requirements.

reliability

The probability that a product, service, or part will perform as intended.

robust design

A design that results in a product that can perform over a wide range of conditions.

scatter designs

Graphs that show how two variables are related to each other.

support services

Quality defined in terms of the support provided after the product or service is purchased.

taguchi loss function

Costs of quality increase as a quadratic function as conformance values move away from the target.

total quality management (TQM)

The meaning of quality as defined by the customer.

value for price paid

Quality defined in terms of product or service usefulness for the price paid.