CH 2- Managing Quality

Question	Answer
Quality Assurance (QA)	procedure that ensures maintenance of standards
Total Quality Management	processes are refined with the goal of improving performance in response to customers' needs
Customer	anyone affected by a product or service
internal customers	anyone affected within the company, e.g. employees
Continuous Quality Improvement	leadership, structure, and training to improve organizational processes
Six Sigma	focuses on reducing variations in the process
Kaizen	continuous small improvements rather than big all at once
Reengineering	radical redesign
Lean	using less resources to make quality products
constraint	anything keeping a company from its goal
Theory of Constraints	exploiting and elevating constraints
Quality Function Deployment	helps transform the customer voice into production
benchmarking	comparing against the best in the field
cause and effect diagram	illustration of factors that might influence the outcome
pareto analysis	focuses on the most important causes to solve problems
root cause analysis	identify the root problem
Failure Mode and Effects Analysis	identifies potential failures
Check Sheet	Ticks used to measure observations
histogram	a bar graph that displays frequency distribution of data
Plan-Do-Check-Act (PDCA)	FOCUS: find a process to improve organize a team clarify current knowledge understand causes select improvement process
Gantt Charts	project schedules

Resource summary

	Created by Alicia Suzanne about 6 years ago