Unit 9: Quality Management System Implementation
Expert-defined terms from the Professional Certificate in Performance Management in Quality Control course at London School of Business and Administration. Free to read, free to share, paired with a globally recognised certification pathway.
Balanced Scorecard (BSC) #
A strategic planning and management system used to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals. The BSC has four perspectives: financial, customer, internal process, and learning and growth.
Continuous Improvement (CI) #
A systematic approach to identify and eliminate waste and inefficiencies in processes, with the goal of improving quality, reducing costs, and increasing customer satisfaction. CI is an ongoing process that involves everyone in the organization and includes methods such as Lean, Six Sigma, and Kaizen.
Cost of Quality (COQ) #
The total cost incurred by an organization to ensure the quality of its products or services. COQ includes prevention costs, appraisal costs, internal failure costs, and external failure costs. Prevention costs are incurred to prevent defects, appraisal costs are incurred to inspect and test products, internal failure costs are incurred when defects are found before the product is delivered to the customer, and external failure costs are incurred when defects are found after the product is delivered to the customer.
CRM (Customer Relationship Management) #
A strategy for managing an organization's interactions with current and potential customers. CRM uses technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
FMEA (Failure Mode and Effects Analysis) #
A method for identifying and preventing potential failures in a system or product. FMEA involves identifying potential failure modes, analyzing the effects of those failures, and taking action to prevent the failures from occurring.
ISO 9001 #
An international standard for quality management systems. ISO 9001 specifies requirements for a quality management system where an organization needs to demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements.
Kaizen #
A Japanese term that means "change for the better." Kaizen is a philosophy of continuous improvement, where all employees work together to identify and eliminate waste and inefficiencies in processes.
Lean #
A methodology for eliminating waste and inefficiencies in processes. Lean focuses on delivering more value to customers with fewer resources.
PDCA (Plan #
Do-Check-Act) Cycle: A four-step model for continuous improvement. The PDCA cycle involves planning a change, implementing the change, checking the results, and acting on what is learned.
Process Capability #
The ability of a process to produce products or services that meet specified requirements. Process capability is measured by the process capability index (Cpk), which compares the variation of the process to the variation of the specification limits.
Quality Audit #
An independent examination of a quality management system to determine if it is in compliance with specified requirements. A quality audit can be internal or external and can cover the entire organization or a specific process.
Quality Control #
The process of ensuring that products or services meet specified requirements. Quality control involves monitoring and controlling processes to ensure that they are operating within specified limits.
Quality Management System (QMS) #
A collection of processes and procedures used to ensure that products or services meet specified requirements. A QMS includes policies, procedures, and records that define how an organization manages quality.
Root Cause Analysis (RCA) #
A problem-solving technique used to identify the underlying cause of a problem. RCA involves gathering data, analyzing the data, and identifying the root cause of the problem.
Six Sigma #
A methodology for eliminating defects in processes. Six Sigma uses statistical methods to identify and eliminate variation in processes.
Statistical Process Control (SPC) #
A method for monitoring and controlling processes using statistical methods. SPC involves using control charts to track the variation in a process and taking action when the process goes out of control.
SWOT Analysis #
A strategic planning technique used to identify an organization's strengths, weaknesses, opportunities, and threats. SWOT analysis involves examining the internal and external factors that affect an organization.
TQM (Total Quality Management) #
A philosophy of management that emphasizes continuous improvement and the involvement of all employees in the quality process. TQM involves using statistical methods and other quality tools to improve processes and products.
Value Stream Mapping #
A Lean tool for analyzing and improving the flow of materials and information in a process. Value stream mapping involves creating a visual representation of the process and identifying areas for improvement.
In conclusion, this glossary provides an overview of key terms and concepts rela… #
Understanding these terms is essential for implementing a successful quality management system and improving the overall performance of an organization. By using methods such as Lean, Six Sigma, and Kaizen, organizations can eliminate waste and inefficiencies, improve quality, and reduce costs. Additionally, using tools such as FMEA, SWOT analysis, and value stream mapping can help organizations identify areas for improvement and make data-driven decisions.