Operations Management Ch. 6 Pt. 2

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Based on his 14 points, Deming is a strong proponent of

training and knowledge

PDCA, developed by Shewhart, stands for Plan-Do-Check-Act


PDCA, developed by Shewhart, stands for Plan-Develop-Continue-Act


PDCA is most often applied with regard to which aspect of TQM

continuous improvement

A three sigma program has how many defects per million


A six sigma program has how many defects per million


A hospital benchmarked against Ferrari Racing in an effort to

improve patient handoff quality

One of Britain’s largest children’s hospitals working with Ferrari Racing is an example of

external benchmarking

Total quality management emphasizes

a commitment to quality that goes beyond internal company company issues to suppliers and customers

Kaizen is a Japanese term meaning

continuous improvement

Building high morale organizations and building communication networks that include employees are both elements of

employee empowerment

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as


Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the

quality loss function

Pareto charts are a graphical way of identifying the few critical items from the many less important ones


A cause-and-effect diagram helps identify the sources of a problem


Pareto charts are used to

organize errors, problems, or defects

The 4 M’s of cause-and-effect diagrams are

material, machinery, manpower, and methods

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a


The process improvement technique that sorts the vital few from the trivial many is

Pareto analysis

A fishbone chart is also known as a

cause-and-effect diagram

The Japanese use the term poka-yoke to refer to continuous improvement


A checklist is a type of poka-yoke


Poka-yoke is the Japanese term for


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