Chapter 9- INFO Quality Management

Business

21 cards   |   Total Attempts: 182
  

Cards In This Set

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Total quality management (TQM)
Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer
2 goals of TQM
1. careful design of the product or service2. ensuring that the organization's systems can consistently produce the designed product or service
Dimensions of quality
Criteria by which quality is measured-reliability, durability, maintainability, availability
Design quality
The inherent value of the product in the marketplace due to some need
Conformance quality
How well the prescribed processes are executed
Quality at the source
The person who does the work is responsible for ensuring that specifications are met
Cost of quality
Expenditures related to achieving product or service quality such as the costs of prevention, appraisal, internal failure and external failure
Prevention costs
Planning, training, improvement
Appraisal costs
Incoming raw materials and final goods inspections
Internal failure costs
Scrap, rework, retest costs and downtime-incurred within the system
External failure costs
For defects that pass through the system-warranty, returns, complaints, good-will loss (most expensive)
Cos of _________ is cheaper
Prevention
Six sigma
A statistical term to describe the quality goal of no more than four defects out of every million units-quality improvement philosophy and program
Six sigma is used to
Eliminate defects
________ is the enemy of quality
Variation