POM Ch6 - possible in the organizations is called employee...

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Quiz Ch.6 1. Definition of Quality : ability of a product/service to meet customer needs; conformance to customers’ specifications and expectations 2. Highly prestigious US award for quality: Malcolm Baldridge National Quality Award . 3. Cost of quality (4 major categories): 1. appraisal , 2. internal failure , 3. external failure , 4. prevention . 4. Walter Shewhart developed a circular model for continuously improving quality, called PDCA: Plan, Do, Check, Act 5. Six Sigma has a process improvement model: DMAIC (Design, Measure, Analyze, Improve, Control )—existing processes—and DMADV (Define, Measure, Analyze, Design, Verify )—new processes. 6. Englarging employee responsibilities so that authority is moved to the lowest level
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Unformatted text preview: possible in the organizations is called employee empowerment . 7. Diagram is called fishbone , Cause-and-Effect , or Ishikawa . 8. Poka-yoke is a Japanese term which means fool-proof (error-proofing) 9. Attribute inspection : good/bad, pass/fail Variable inspection : measurement, diameter, length, temperature (continuous inspection) 10. Determinants of Service Quality: a. Reliability b. Responsiveness c. Competence d. Access e. Courtesy f. Communication g. Credibility h. Security i. Understanding customer j. Tangibles...
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