Term
| Total quality management (TQM) |
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Definition
| Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer. |
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| Malcolm Baldrige National Quality Award |
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| An award established by the U.S. Department of Commerce and given annually to companies that excel in quality. |
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| The inherent value of the product in the marketplace. Conformance quality The degree to which the product or service design specifications are met. |
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| The person who does the work is responsible for ensuring that specifications are met. |
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| Criteria by which quality is measured. |
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| Expenditures related to achieving product or service quality such as the costs of prevention, appraisal, internal failure, and external failure. |
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| A statistical term to describe the quality goal of no more than four defects out of every million units. Also refers to a quality improvement philosophy and program |
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| DPMO (defects per million opportunities) |
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Definition
| A metric used to describe the variability of a process. |
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| An acronym for the D efine, M easure, A nalyze, I mprove, and C ontrol improvement methodology followed by companies engaging in Six-Sigma programs. |
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| Also called the "Deming cycle or wheel"; refers to the plandocheckact cycle of continuous improvement. |
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| The philosophy of continually seeking improvements in processes through the use of team efforts. |
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| Japanese term for continuous improvement. |
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| Combines the implementation and quality control tools of Six Sigma with the materials management concept of lean manufacturing with a focus on reducing cost by lowering inventory to an absolute minimum. |
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Term
| Black belts, master black belts, green belts |
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Definition
| Terms used to describe different levels of personal skills and responsibilities in Six-Sigma programs. |
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Term
| Fail-safe or poka-yoke procedures |
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Definition
| Simple practices that prevent errors or provide feedback in time for the worker to correct errors. |
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| Formal standards used for quality certification, developed by the International Organization for Standardization. |
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| Looking outside the company to examine what excellent performers inside and outside the company's industry are doing in the way of quality. |
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Definition
| Attributes most important to the customer |
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| Failing to deliver what the customer wants |
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| What your process can deliver |
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| What the customer sees and feels |
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| Ensuring consistent, predictable processes to improve what the customer sees and feels |
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| Designing to meet customer needs and process capability |
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Definition
| Costs of the inspection, testing, and other tasks to ensure that the product or process is acceptable |
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Term
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Definition
| The sum of all the costs to prevent defects such as the costs to identify the cause of the defect, to implement corrective action to eliminate the cause, to train personnel, to redesign the product or system, and to purchase new equipment or make modifications |
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Definition
| Costs for defects incurred within the system: scrap, rework, repair |
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| Costs for defects that pass through the system: customer warranty replacements, loss of customers or goodwill, handling complaints, and product repair |
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Term
| Functions of the QC department |
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Definition
| testing designs for the reliability of the lab and the field; gathering performance data on products in the field and resolving quality problems in the field; planning and budgeting the QC program in the plant; and, designing and overseeing quality control systems and inspection procedures, and actually carrying out inspection activities requiring special technical knowledge to accomplish |
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Definition
| the item produced or being serviced |
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| Any item or event that does not meet the customer's requirements |
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Definition
| A chance for a defect to occur |
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Definition
| depict the process steps as part of a SIPOC (supply, input, process, output, customer) analysis |
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Definition
| depict trends in data over time, and thereby help to understand the magnitude of a problem at the define stage |
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| help to break down a problem into the relative contributions |
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| basic forms that help standardize data collection |
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| Cause-and-effect Diagrams |
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Definition
| Also called fishbone diagrams, they show hypothesized relationships between potential causes and the problem under study |
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| used to separate value-added from non-value-added steps in a process |
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| time-sequenced charts showing plotted values of a statistic, including a centerline average and one or more control limits |
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| Failure Mode and effect analysis |
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Definition
| Structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage of a process |
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| Design of Experiments (DOE) |
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Definition
| sometime referred to as multivariate testing, is a statistical methodology used for determining the cause-and-effect relationship between process variables (X's) and output variable (Y) |
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| Two aspects: how to accomplish drastic cuts in equipment setup times by single-minute exchange of die (SMED) procedures and the use of source inspection and the poka-yoke system to achieve zero defects |
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