Managing Quality Definitions 1-6 and 11

Managing Quality Definitions 1-6 and 11 - Managing Quality...

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Managing Quality Definitions: Chapter 1: Acceptance sampling – statistical quality control technique used in deciding to accept or reject a shipment of input or output. Aesthetics – a dimension of quality that refers to subjective sensory characteristics such as taste, sound, look, and smell. Assurance – a dimension of service quality that refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence. Concurrent engineering – the simultaneous performance of product design and process design. Typically, concurrent engineering involves the formation of cross-functional teams. This allows engineers and managers of different disciplines to work together simultaneously in developing product and process designs. Conformance – a dimension of quality that refers to the extent to which a product lies within an allowable range of deviation from its specification. Contingency theory – a theory that presupposes that there is no theory or method for operating a business that can be applied in all instances. Core processes – self-identified processes that are central to the organization and its customers. Define, measure, analyze, improve, and control (DMAIC) – steps in six sigma (related activities). pg. 10 Design of experiments (DOE) – an approach to product design that involves identifying and testing alternative inputs to the production of a product to identify the best mix of inputs. Downstream – processes that are closer to the end customer. Durability – a dimension of quality that refers to a product’s ability to withstand stress or trauma. Electronic data interchange (EDI) – using computers to share data between customers and suppliers. Empathy – a dimension of service quality that refers to the amount of caring and individualized attention exhibited by the service firm.
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Employee empowerment – moving decision making to the lowest level possible in the organization. Features – a dimension of quality that refers to those attributes of a product that supplement the item’s basic performance. Inbound logistics – associated with the movement of purchased products. International sourcing – purchasing from foreign suppliers. ISO 9000:2000 – the updated registration standard from the International Organization for Standardization. ISO/TS 16949 – a standard for evaluating and improving automotive suppliers. Job analysis – the process of collecting detailed information about a particular job. This information includes tasks, skills, abilities, and knowledge requirements that relate to certain jobs. Law of diminishing marginal returns – a law that stipulates that there is a point at which investment in quality improvement will become uneconomical. Life testing –
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This note was uploaded on 04/29/2008 for the course BUS 312 taught by Professor Iiiii during the Spring '08 term at Merrimack College.

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Managing Quality Definitions 1-6 and 11 - Managing Quality...

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