MGC1 Chapter 5
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Total Quality Management
is an integrated organizational effort designed to improve quality at every level
meeting qualityexpectations as deﬁned by the customer
Conformance to speciﬁcations
measures how well the product or servicemeets the targets and tolerances determined by its designers
Fitness for use
focuses on how well the product performs its intended functionor use
Value for price paid
is a deﬁnition of quality that consumers often use for product or service usefulness.
is provided are often how the quality of a product or service is judged.
deﬁning quality that focuses on judgmental evaluations of what constitutes product or service excellence.
the degree to which a product characteristic meets preset standards
are all costs incurred in the process of preventing poor quality from occurring.
are incurred in the process of uncovering defects.
Internal Failure Cost
are associated with discovering poor product quality before the product reaches the customer site.
External Failure Cost
are associated with quality problems that occur at the customer site
Studying the business practices of other companies for purposes of comparison
Quality Of Circle
A team of volunteer production employees and their supervisors who meet regularly to solve quality problems.
Charts used to evaluate whether a process is operating within set expectations.
graphs that show how twovariables are related to eachothe
is a technique used to identify quality problems based on their degree of importance.
is a chart that shows the frequency distribution of observed values of a variable.
Quality function deployment (QFD)
A tool used to translate the preferences of the customer into speciﬁc technical requirements.
A Japanese award given to companies to recognize efforts in quality improvement.
A set of international quality standards and a certiﬁcation demonstrating that companies have met all the standards speciﬁed.
Malcolm BaldrigeNational Quality Award
- An award given annually to companies that demonstrate quality excellence and establish best-practice standards in industry.
- strategic planning
- Customer & market focus
- Information & analysis
- human resource focus
- process management
- business results
A set of international standards and a certiﬁcation focusing on a company’s environmental responsibility
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