Chapter 12 connect

feedback

Major benefit to all applicants is ___________ from the examiners which is essentially an audit of their practices.

an agency of the US Department of Commerce

National Institute of Standards and Technology

Leadership, Strategic Planning, Customer and Market Focus, Information and Analysis, Human Resource Focus, Process Management, and Business Results

Seven major categories when submitting an application for the MBNQA award

outward

Six Sigma's Core: an idea that can turn a company inside out, focusing the organization ______________ on the customer.

leadership

Six sigma drives _____________________ to be better by providing tools to think through tough issue

Malcolm Baldrige National Quality Award

given to organizations that have demonstrated outstanding quality in their products and processes.

Total Quality Management

managing the entire organization so it excels in all dimensions of products and services important to the customer

Sigma

measures how far a given process deviates from perfection

Philip Crosby, W Edwards Deming and Joseph M Juran

philosophical leaders of the quality movement, Quality gurus

Six Sigma

quality control and statistics

ISO Standards

suppliers were measuring and documenting their quality practices according to specified criteria called ______ __________, if they wished to compete for international contracts

1,000

These applications are scored on total points out of _________

650

Those who score above roughly ____ are selected for site visits

TQM has two fundamental operational goals

1. Careful design of the product or service 2. Ensuring that the organization's systems can consistently produce the design.

18

A total of up to _____ awards may be given annually in these categories: manufacturing, service, small business, education and health care and not-for-profit.

national priority

Baldrige Quality Award is responsible for making quality a ___________ ___________

50

Candidates for this award must submit and application of up to ___ pages that details the approach, deployment and results of their quality activities under seven major categories

zero

Central idea behind Six Sigma: if you can measure how many "defects" you have in a process, you can systematically figure out how to eliminate them and get as close to "______ defects" as possible.

senior management, a customer focus, total involvement of the workforce and continuous improvement based upon rigorous analysis of processes

Quality gurus had the same message: to achieve outstanding quality requires quality leadership from:

entire

TQM goals can be achieved if the ___________ organization is oriented toward them

National Institute of Standards and Technology

The award program is administered by the

higher

The best-quality American products had _______ average defect rates than those of the poorest Japanese manufacturers.

Malcolm Baldrige National Quality Award

The quality shortfall in the US was so severe, that improving it throughout industry became a national priority. Established in 1987, help companies review and structure their quality programs

honored

Winners selected from this group are then _______ at the annual meeting in Washing DC