TQM Exam 1 Review Chapter 2

What is the DMAIC cycle

(an acronym for Define, Measure, Analyze, Improve and Control) (pronounced də-MAY-ick) refers to a data-driven improvement cycle used for improving, optimizing and stabilizing business processes and designs. The DMAIC improvement cycle is the core tool used to drive Six Sigma projects.

What the objectives of ISO 9000?

1. Achieve maintain and seek to continuously improve product quality 2. Improve quality of operations 3. Provide confidence to internal management and other employees that quality requirements are being fulfilled 4. Provide confidence to customers/stakeholders that quality requirements are being achieved in delivered product. 5. Provide confidence that quality system requirements are filled.

Deming's 14 points for management (1-4)

1. Create and publish statement of aims/purpose of company. Management must demonstrate their commitment to this statement. 2. Learn the new philosophy, top management and everybody. 3. Understand the purpose of inspection, for improvement of process/reduction of cost. 4. End the practice of awarding business on the basis of price tag alone.

Juran believed that...

1.Accomplish improvements that are structured on a regular basis with commitment and a sense of urgency. 2.Build an extensive training program. 3.Cultivate commitment and leadership at the higher echelons of management.

Deming's 14 points for management (5-8)

5. Improve constantly and forever the system of production and service. 6. Institute training. 7. Teach and institute leadership 8. Drive out fear. Create trust. Create a climate for innovation.

Deming's 14 points for management (9-12)

9. Optimize toward the aims and purposes of the company 10. eliminate exhortations for the workforce 11. Eliminate numerical quotas for production. 12. remove barriers that rob people of pride of workmanship

What is Six Sigma

A methodology with a goal that seeks to find and eliminate causes for defects and errors. Recognized benchmark is GE.

What is appreciation of a system?

Appreciation of a system depends on quality leaders' understanding the interconnectedness and interdependence the interconnectedness must be clearly defined and documented for successful flow or continuous improvement of the process.

What is DOWNTIME?

Defects Overproduction Waiting Non-utilized/underutilized talent Transportation Inventory Motion Excess Processing

What is ISO 9000

Defines quality system standards based on the premise that certain characteristics can be standardized. Adopted by over 100 countries and focuses on developing, documenting, and implementing procedures to ensure consistency of operations and performance in production and service delivery processes.

What is the Deming Philosophy?

Improve quality, decrease cost because of less rework, productivity then improves, market is captured, you stay in business, and more jobs can be provided.

The Juran philosophy

Mission of the firm is to achieve high product quality, mission of the individual depts. is to achieve high production quality.

What is the cost of quality equal to?

Only useful measurement (cost of nonconformance) Zero defects is the only performance standard. (Do it right the first time)

What Is Deming's system of profound knowledge?

Profound Knowledge is made up of four interrelated components: Appreciation of a system Theory of knowledge The psychology of change Knowledge about variation

The Juran philophy cont.

Quality is to conform to requirements, not elegance. A.K.A. Translate $ into things.

What are Crosby's absolutes of Quality Management?

Quality means conforming to requirements, Problems are functional in value, there is no optimum level of defects (always a better way)

What is Juran's quality Trilogy?

Quality planning (ID customer needs), Quality control (What to measure), and Quality Improvement ( Right problem, right people, right solution)

Deming's 14 points for management (13-14)

Take action to accomplish the transformation.

What is Knowledge of variation?

The goal of quality or continuous improvement is to reduce the range of variation over time, in addition to adjusting the process level to the desired level.

The Crosby Philosophy

There is no such thing as a quality problem. Quality is free, and the cost of quality is the only performance measurement. ZERO Defects

What is psychology of change?

This style is one in which the leader serves their people with vision and guidance to see the interconnectedness of the whole system. The leaders must first gain and communicate a shared identity and then be able to allow the organization ownership of that identity. The leader serves the people

Who were the leaders of the quality revolution?

W.E. Deming (Managers are key to quality), Joseph Juran (Quality @ the Source), and Phillip Crosby (Zero Defects is a performance standard)

What is theory of knowledge?

implies that system improvement depends on continuous study of the organization. Improvement is learning and developing new knowledge about the system.

The Baldridge Award is an award that

recognizes U.S. organizations in the business, health care, education, and nonprofit sectors for performance excellence. The Baldrige Award is the only formal recognition of the performance excellence of both public and private U.S. organizations given by the President of the United States.

What is the Malcolm Baldridge Framework?

•Managing all of the components of your organization as a unified whole •Managing cybersecurity risks to data, information, and systems •Understanding the role of risk management within a systems perspective of organizational performance management