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MANAGING QUALITY, Quality: The totality of features and characteristics of…

- - - - 2015 revision gives greater emphasis to risk-based thinking
        
        Over one million certifications in 206 countries
        
        Critical for global business
  - - - 2) Customer satisfaction
        
        3) Continual improvement
        
        4) Involvement of people
        
        5) Process analysis
        
        6) Use of data-driven decision making
        
        7) A systems approach to management
        
        1 more item...
- - - - Internal failure costs - producing defective parts or service before delivery
        
        External failure costs - defects discovered after delivery
- - - - Ethical conduct must dictate response to problems
        
        All stakeholders must be considered
- - - - 2) Six Sigma
        
        3) Employee empowerment
        
        4) Benchmarking
        
        5) Just-In-Time (JIT)
        
        6) Taguchi concepts
        
        7) Knowledge of TQM tools
- - - - Four key steps:
        a) Measure the process
        b) When a change is indicated, find the assignable cause
        c) Eliminate or incorporate the cause
        d) Restart the revised process
- - - - Issues
        -When to inspect
        -Where in process to inspect
  - - - 2) At your facility upon receipt of goods from your supplier
        
        3) Before costly or irreversible processes
        
        4) During the step-by-step production process
        
        5) When production or service is complete
        
        6) Before delivery to your customer
        
        7) At the point of customer contact
  - - - The next step in the process is your customer
        
        Ensure perfect product to your customer
- - - - 2) The service process is important
        
        3) The service is judged against the customer’s expectations
        
        4) Exceptions will occur
- - - - 3) Product based: specific and measurable attributes of the product
- - - - Reduce risk
      - Global implications
        
        Improve ability to compete
- - - - 3) Move responsibility to employees
        
        4) Build a high-morale organization
        
        5) Create formal team structures