2023

1. Quality Control
Quality control (QC) is a process that ensures a product or service meets quality standards
and customer requirements. It's a product-oriented process that involves inspecting and
monitoring products at various stages of production and delivery. QC's primary goal is to
identify and correct any deviations from established quality standards.

2. Quality Costs
Quality costs in Total Quality Management (TQM) refer to the costs incurred to ensure
products or services meet quality standards. These include prevention, appraisal, and
costs related to defects (internal and external).

3. ISO
In Total Quality Management (TQM), ISO refers to a set of international standards that
ensure products and services meet consistent quality. These standards help organizations
improve efficiency, customer satisfaction, and continuous improvement.

4. Decision Making
In Total Quality Management (TQM), decision-making involves using data and facts to
make choices that improve processes and ensure high-quality outcomes. It focuses on
teamwork and continuous improvement to meet customer needs.

5. Strategic Management
Strategic management is the process of setting goals, planning, and making decisions to
achieve long-term success for an organization. It involves analyzing the business
environment, resources, and competitive advantages to guide future actions.

6. Quality Council
A quality council is a group of people within an organization that is responsible for
improving the quality of the organization. A group of senior management within given
operational units who plan, implement, facilitate and monitor the quality process.

7. Just In Time
Just-in-time (JIT) production is a process-control method and production philosophy that
provides parts, components, and assemblies to production at the exact time they are
needed. The result of JIT production is less inventory of raw materials, smaller
inventories of parts, less work in process, and shorter lead times.

8. TQM
TQM is defined as both a philosophy and a set of guiding principles that represent the
foundation of a continuously improving organization. It is the application of quantitative
methods and human resources to improve all the processes within an organization and
exceed customer needs now and in the future.
9. Mission Statement
The mission statement answers the following questions: who we are, who are the
customers, what we do, and how we do it. This statement is usually one paragraph or less
in length, is easy to understand, and describes the function of the organization. It provides
a clear statement of purpose for employees, customers, and suppliers.

10.Quality culture
Quality culture is a work environment that encourages communication, participation, and
trust, with the goal of improving and producing quality in a sustainable way.

11.Kaizen
Kaizen is a Japanese word for the philosophy that defines management’s role in
continuously encouraging and implementing small improvements involving everyone. It
is the process of continuous improvement in small increments that make the process more
—efficient, effective, under control, and adaptable.

12.Malcolm Baldridge National Quality Award

The Malcolm Baldrige National Quality Award (MBNQA) is a prestigious recognition
given to U.S. organizations that demonstrate exceptional performance in quality
management and continuous improvement. Established by Congress in 1987 and named
after former Secretary of Commerce Malcolm Baldrige, the award aims to enhance the
competitiveness of American businesses across various sectors, including manufacturing,
healthcare, education, and nonprofit organizations.

13.Forced field experiment (analysis)

Force Field Analysis is a decision-making tool used to identify and analyze forces that
support or hinder a proposed change. It helps in understanding the driving forces
(positive) and restraining forces (negative) to plan effective strategies for change
implementation.

14.Leadership
Leadership in (TQM) is the ability to motivate a group of people to achieve a common
goal. TQM leaders are responsible for inspiring, encouraging, and empowering
employees to contribute to the organization's quality management efforts.

15.Six Sigma
According to James Harrington, “Six sigma was simply a TQM process that uses process
capability analysis as a way of measuring progress.” Sigma is the Greek symbol for the
statistical measurement of dispersion called standard deviation. It is the best measurement
of process variability, because the smaller the deviation value, the less variability in the
process.

16.Quality management
Quality management in TQM (Total Quality Management) is a continuous process of
improving products, services, and processes by focusing on customer satisfaction and
involving all employees. It emphasizes a systematic, organization-wide approach to achieving
long-term success.

17.Statistical process control

Statistical Process Control (SPC) in TQM is a method of using statistical tools to
monitor, control, and improve processes by identifying variations. It ensures
consistency and quality by analyzing data to prevent defects.
18.Re-engineering
Reengineering is the process of redesigning business processes to improve efficiency,
reduce costs, and enhance performance. It often involves making fundamental
changes to how tasks are done to achieve significant improvements.
19.Benchmarking
Benchmarking in TQM is the process of comparing an organization's processes,
products, or performance against industry best practices or top competitors. It helps
identify areas for improvement and set goals to achieve superior quality.
20.Quality Circle
A Quality Circle is a small group of employees who voluntarily meet regularly to
identify, analyze, and solve work-related problems. It promotes teamwork and
continuous improvement in quality and productivity.
21.Ethics
Ethics in TQM refers to maintaining honesty, integrity, and fairness in all processes to
build trust and ensure quality. It involves doing what is right for customers,
employees, and stakeholders while focusing on continuous improvement.
22.Action plan
An action plan is a detailed outline that specifies the steps needed to achieve a
particular goal or objective. It includes tasks, timelines, resources required, and
responsible individuals to ensure effective implementation and progress tracking.
23.Affinity diagram
An Affinity Diagram is a tool used to organize large amounts of information or ideas
into meaningful groups based on their natural relationships. It helps in problem-
solving and decision-making by identifying patterns and connections.
24.Customer Focus
Customer focus means prioritizing customer needs and expectations by delivering
high-quality products and services. It involves understanding customer requirements
and striving for their satisfaction and loyalty through continuous improvement.
25.Quality Policy Statement
A Quality Policy Statement is a brief declaration of an organization's commitment to
meeting customer needs and improving quality. It outlines the company's goals for
delivering consistent, high-quality products or services.
26.JIT management
JIT (Just in Time) management is a production strategy that aims to reduce waste and
increase efficiency by receiving materials only when needed in the production
process. It minimizes inventory costs and helps ensure products are made or delivered
just in time for customer demand.
27.Cause and effect diagram
 A Cause-and-Effect Diagram, also known as a Fishbone Diagram, is a tool used to
identify, explore, and display the potential causes of a specific problem. It helps
organize ideas into categories, making it easier to analyze the root causes of issues
and find solutions.
28.Continuous improvement
Continuous improvement is an ongoing effort to enhance products, services, or
processes by making small, incremental changes over time. It aims to increase
efficiency, quality, and customer satisfaction while reducing waste and costs.
29.Philp Crosby
Philip Crosby was a quality management expert who introduced the concept of "zero
defects" and emphasized that quality should be built into processes from the start. He
believed that preventing defects is more cost-effective than fixing them later.
30.Deming Cycle
The Deming Cycle, also known as the PDCA Cycle, is a continuous loop for
improving processes. It stands for Plan, Do, Check, and Act:
Plan: Identify and plan improvements.
Do: Implement the changes.
Check: Monitor and evaluate the results.
Act: Standardize the successful changes or make further adjustments.
31.ISO 9001
ISO 9001 is defined as the international standard that specifies requirements for a
quality management system (QMS). Organizations use the standard to demonstrate
the ability to consistently provide products and services that meet customer and
regulatory requirements.
32.Failure Mode and Effects Analysis
Failure Mode and Effects Analysis (FMEA) is a systematic method for identifying
potential failures in a process, product, or system. It helps assess the impact of each
failure, prioritize them, and take preventive actions to reduce risks and improve
reliability.
33.Process capability refers to the ability of a process to produce output within
specified limits or tolerances. It measures how consistently a process can meet quality
standards and customer requirements without defects.
34. A Quality Improvement Team is a group of employees who work together to
identify problems, find solutions, and improve processes to enhance product or
service quality. Their goal is to boost efficiency, reduce defects, and meet customer
expectations.
35.Zero defects in TQM is a philosophy that aims for no mistakes or errors in
products or processes. It focuses on preventing defects before they happen, rather than
fixing them later, to achieve perfect quality.
36. A Type I error happens when you think something is true, but it's actually not. It's
like a false alarm, where you mistakenly reject the correct answer.
37.Quality assurance (QA) is the process of ensuring that products or services meet
specific standards and are free from defects. It involves regular testing, reviews, and
monitoring throughout production to maintain high quality.
38. A quality audit is a check to make sure a company is following its quality
standards and rules. It helps find areas that need improvement and ensures quality is
being maintained.