Quality Management Overview

Characteristics of a product or service related to its design, such as performance, features, reliability, and aesthetics.

The extent to which a product or service meets its design specifications.

How well a product or service functions as intended.

Additional attributes of a product or service beyond basic functionality.

How long a product or service lasts and how consistently it performs.

Ease of maintenance and repair of a product or service.

The visual appeal and overall design of a product or service.

Customer's perception of the quality of a product or service based on various cues.

Quality is the set of characteristics of a product or service that meet customer needs, both explicit and implicit.

Quality means conforming to requirements.

Quality means predictable uniformity and reliability at a low cost, meeting customer needs.

Quality means fitness for use, meeting customer needs.

Managing the entire organization to excel in all product/service dimensions, meeting customer needs.

1. Careful design of the product or service. 2. Consistent production of the design.

Strategic decisions like design quality, production quality, and conformance to specifications.

A data-driven, customer-focused methodology for improving processes and reducing defects to near-zero levels.

The five phases of Six Sigma: Define, Measure, Analyze, Improve, and Control.

Defects Per Million Opportunities: A metric used to measure the performance of a process.

To reduce variation in processes and achieve near-zero defects, ultimately meeting customer needs and expectations.

Define: Identify the problem and customer needs. Measure: Collect data about the problem. Analyze: Analyze the data to identify root causes. Improve: Develop and implement solutions. Control: Monitor and sustain the improvements.

You count the number of defects, the number of opportunities for a defect to occur, and calculate the defects per million opportunities.

A higher sigma level means fewer defects and higher efficiency, indicating a more robust and reliable process.

It helps improve customer satisfaction, reduce costs, increase efficiency, and boost overall productivity.

A five-step process for continuous improvement: Define, Measure, Analyze, Improve, Control. It aims to identify and solve problems, leading to better processes and customer satisfaction.

The first step in DMAIC, where you clearly identify the problem or opportunity for improvement and understand customer needs.

The second step in DMAIC, where you collect data on the current process or problem, measuring its performance and identifying key metrics.

The third step in DMAIC, where you analyze the data collected to understand the root causes of the problem.

The fourth step in DMAIC, where you implement solutions to eliminate the root causes of the problem and improve the process.

The final step in DMAIC, where you put systems in place to ensure the improvements are sustained and the problem doesn't recur.

Diagrams that visually represent the steps in a process, showing the flow of information and work.

A tool that helps identify customer needs, translate them into technical specifications, and prioritize improvement efforts.

The stage of the DMAIC cycle where you gather data and identify the problem's extent.

A diagram that visually links potential causes to a problem, helping to understand the problem's root.

The stage of the DMAIC cycle where you dig deeper into the problem, analyzing the causes and data.

A chart used to track a process over time, identifying deviations from desired standards.

The stage of the DMAIC cycle where you implement solutions and maintain process stability.

A chart used to visualize data points over time, helping to identify trends and patterns.

The Shingo system emphasizes preventing defects at the source, rather than relying on inspection.

The Shingo system actively involves employees in controlling quality, recognizing their expertise in processes.

These models define specific standards and procedures for achieving a desired quality level. They focus on conformance to set standards.

These models describe the desired quality outcomes without specifying how to achieve them. They focus on achieving quality by any means.

An international standard for quality management systems. It provides a framework for organizations to consistently meet customer requirements and enhance customer satisfaction.

An international standard for environmental management systems. It helps organizations minimize their environmental impact and improve their environmental performance.

A certification mark for Spanish tourism businesses that meet specific quality standards. It helps promote and differentiate quality establishments within the Spanish tourism sector.

The process of establishing and enforcing standards to ensure consistency and predictability in the quality of products or services.

Certification helps demonstrate that a product, process, or organization meets specific quality standards, enhancing customer confidence and credibility.

They allow flexibility and creativity in achieving quality, encouraging innovation and adapting to specific needs.