TQM FINALS

It is meeting and exceeding customer expectations at a price that he is willing to pay to possess the product or service.

superior in quality or exceeding the limits of expectation

observed as a quantifiable or measurable characteristic or attribute

an individual issue and products that best please their preferences (perceived quality) are those with the highest quality.

focused mainly with engineering and manufacturing practices and use the universal definition of “conformance requirements”.

It is defined using costs and prices as well as the number of attributes

These are incurred to prevent or avoid failure problems.

These costs are associated with measuring and monitoring activities related to quality standards and performance requirements.

These are costs obtained to treat defects exposed by customers.

Costs happen when the results of work fail to attain design quality standards and are noticed before they are transferred to the customer.

means failure costs linked with a process not functioning based on required standards.

is the cost of making available products or services based on required standards.

Constant pursuit of quality that involves everyone in the organization

Core Concept of TQM

work not up to specification

work requiring correction

work thrown away

work done again

work behind schedule

work after agreed time

work not required

are added characteristics that boost the attraction of the product or service to the user.

consists of primary operating characteristics of the product.

depicts to that extent a product’s design and operating characteristics meet established standards.

is the likelihood that a product will not fail within a particular time period.

is a measure of how much use a person gets from a product before it breaks down to such a point that replacement makes more sense than continual repair.

the vibration environment to which products will be exposed to in real use is reproduced.

All production products are tested to eliminate faulty units and approved good units.

used to test a sample or representative model of volume production.

replicates events to determine if structures can withstand sudden applied forces.

makes use of an environmental test chamber that artificially replicates the conditions under which machinery, materials, devices, or components might be exposed.

involves the consumers’ ease of obtaining repair service like access to service centers and/ or ease of self-service; the responsiveness of service personnel like the ease of getting an appointment and willingness of repair personnel to listen to the customer; and the reliability of service like whether the service is performed right the first time.

means how a product looks, feels, sounds, tastes, or smells.

is the individuals’ subjective appraisal of products or a service’s attributes.