Quiz 2: Quality Management


In our discussion of quality management in this chapter, certain consistencies or commonalities have surfaced. The most important perspective of quality is the customer's: products and services must be designed to meet customer expectations and needs for quality.

To make sure that products and services are designed to meet customer expectations, a strategy to achieve quality throughout the organization is required. This approach to the management of quality throughout the entire organization has evolved into what is generally referred to as a QMS, which implies a total commitment to quality throughout the organization and the supply chain.

A major cornerstone of the quality-improvement process is the need to identify and prevent the causes of quality problems or defects. A number of tools to identify the causes of quality problems are widely used today, including process flowcharts, cause-and-effect diagrams, check sheets, histograms, Pareto charts, scatter diagrams, and statistical process control (SPC) charts. These popular tools became the basis for the quality management programs developed by many companies, including Six Sigma and Lean Six Sigma QMSs.