P300 Chapter 6

  1. product quality
    A products fitness for consumption in terms of meeting customers' needs and desires
  2. design quality
    A measure of how well a product's designed features match up to the requirements of a given customer group
  3. conformance quality
    A measure of whether or not a delivered product meets its design specifications
  4. quality managment
    A management approach that establishes an organization-wide focus on quality
  5. Total Quality management (TQM)
    An integrated business managment strategy aimed at embedding awareness of quality in all organizational processes
  6. cost of quality (COQ)
    A framework for quantifying the total cost of quality-related efforts and deficiencies
  7. prevention costs
    Costs associated with efforts to prevent product defects and associated failure and appraisal costs
  8. appraisal costs
    costs resulting from inspections used to assess quality levels
  9. internal failure costs
    Costs associated with quality failures uncovered before products are delivered to customers
  10. external failure costs
    costs associated with quality failures uncovered after products reach customers
  11. Plan-do-check-act cycle
    A process for improving quality that describes the sequence used to solve problems and improve quality continuously over time: also known as Deming Wheel or Deming cycle
  12. Six Segma
    A management program that seeks to improve the quality of process outputs by identifying and removing the causes of defects and variation in the various processes (Walmart example on page 183)
  13. standard deviation
    A measure of the variability or dispersion of a population, data set or distribution
  14. DMAIC
    • (pg 184)
    • an acronym for the five stages at the heart of the Six Segma process: define, measure, analyze, improve, and control
  15. Design for Six Sigma (DFSS)
    A design approach that balances customer requirements with the constraints and capabilities of the supporting manufacturing and service process
  16. ISO 9000
    a set of internationally accepted standards for business quality management
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P300 Chapter 6