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QUALITY STANDARDS & CERTIFICATIONS - Coggle Diagram
QUALITY STANDARDS & CERTIFICATIONS
EFQM Excellence Award
EFQM Model is a globally recognized management framework that supports organizations in managing change and improving performance
Employee motivation increases when entering for this award
An award to recognize remarkable organizations worldwide
ASQ
Provide professional training, certifications to members
Empowers individuals to achieve excellence through quality
American Society for Quality
ISO
Acronym for The International Organization for Standardization
An agency's purpose to develop and publish standards that facilitate the internation exchange of goods and services
Helps set quality standards for 165 counties
Six Sigma
Focuses on reducing process variation and enhancing process control
Infrastructure utilizes tools in a more focused and productive way
A method used to improve business processes
Total Quality Management
(TQM)
A strategy for improving product and service quality
Suggest that customer focus and satisfaction should be a company's primary goal
Three principals include, Customer Focus and Satisfaction, Continuous Improvement, and Teamwork
Technical Advisory Group (TAG)
A group that is actively involved in the creation of international standards
ANSI delegated ISO/TC 176, 207, and 69 of TAGs to ASQ.
Group of experts in a particular field
Service Recovery
Requires employees to fix errors and perform heroic service acts
Sixty-nine percent of customers see quick resolution of their problems as central to good customer service
Restoring customer satisfaction to strongly dissatisfied customers
Malcolm Baldrige National Quality Award
Very costly to enter
Applicants are judged on seven subjects
Administered by US government's National Institue of Standards and Technology
Internal Service Quality
Internal service quality means the quality of treatment that employees receive from a company's managers, etc.
Leads to employe satisfaction and service capability
The key concept behind The Service-Profit Chain
Deming Prize
Dr. W. Edwards Deming sparked the quality revolution
The awards ceremony is broadcasted every year in Japan on national television
the applicants are expected to understand their current situation, establish their own themes and objectives and improve and transform themselves organization-wide
ISO 9000
A series of five standards for achieving consistency in quality management
Customers demand
General and can be used for manufacturing a product
ISO 14000
A series of standards for managing, monitoring, and minimizing an organization's harmful effects on the environment
ISO 14001:2015 is the most popular standard of the ISO 14000 family
Can be applied to any organization, regardless of size or industry