THUẬT NGỮ Quality to produce a good or a service which meets customer expectations the checking for quality at the end of the production process, whether it is the production of a product or service : the checking for quality standards throughout the production process, whether it is the production of a product or service the continuous improvement of products and processes by focusing on quality at each stage of production Chất lượng Cycle time How long various activities take to complete Design-formanufacture Looking at how easy it is to make a new product, not just the features Asking questions to find out if your suppliers are able to meet quality standards Quality control QC Quality assurance QA Total Quality Management (TQM): Supplier capability Quản lí chất lượng Sản xuất hàng hóa dịch vụ mà đáp ứng kì vọng khách hàng Kiểm tra chất lượng cuối q trình sản xuất, liệu việc sản xuất hồng hóa dịch vụ Đảm bảo chất lượng Kiểm tra chất lượng tiêu chuẩn thơng qua q trình sản xuất Hệ thống quản lí chất lượng tồn diện Việc cải tiến liên tục sản phẩm quy trình cách tập trung vào chất lượng giai đoạn Chu kì sản xuất Khoảng thời gian để hoàn thành hoạt động khác Scrap Product recalls Materials or small parts that are no longer useful The return of products, for example because they’re faulty or dangerous Reading What is quality? The word ‘quality’ has an everyday meaning that has to with features, reliability, perfornance, durability, aesthetics, value for money and conformance to requirements Quality control and quality assurance Quality control is about detecting defects after they happen It involves random sampling, spot checks, inspection and testing Quality assurance is about prevention rather than detection If a failure happens, then it's isolated, the causes are analyzed, and there is a redesign of the process or of the parts to make sure it doesn't happen again The aim is zero defects, to get things right first time Quality management Total quality management (TQM) is a philosophy that was very popular in the 1980s and 90s It aims to put an awareness of quality at the heart of all organizational processes (eg customer service) and not just production It puts an emphasis on a continual increase in customer satisfaction combined with lowering costs by eliminating waste It is similar in many Sắt vụn Thu hồi sản phẩm ways to the ideas of these models: SCM, Toyota Production System, Lean Manufacturing, Kaizen, etc The impact of total quality management on business This approach to quality requires the involvement of all employees in a business Total quality management is based on the principle that everyone within a business has a contribution to make to the overall quality of the finished product or service TQM often involves a significant change in the culture of an organisation Employees can no longer think that quality is someone else's responsibility The search for quality must affect the attitudes and actions of every employee When adopting this concept, every worker needs to think about the quality of the work they are performing as another employee is, in effect, their internal customer Every department is obliged to meet the standards expected by its internal customer(s) These departmental relationships are sometimes known as quality chains All businesses can, therefore, be described as a series of supplier and customer relationships Examples include: • A truck driver who drops off supplies to retailers is the internal customer of the team loading the vehicle Goods must be handled carefully and loaded in the right order The truck driver has to face the retailer if goods are damaged or the wrong ones are delivered • A computer assembly team is the internal customer of the teams producing the individual components A fault with any component means the assembled computer will not meet quality standards The TQM concept has revolutionised the way workers view quality To be effective, the concept must be fully explained and training given to all workers TQM is not a technique - it is a philosophy that quality is everyone's responsibility The aim is to make all workers at all levels accept that the quality of the work they perform is important Workers should be empowered with the responsibility of checking this quality level before passing their work on to the next production stage This approach fits in well with the Herzberg principles of job enrichment In addition, TQM should almost eliminate the need for a separate quality control department with inspectors separated from the production line itself TQM aims to cut the costs of faulty or defective products by encouraging all workers to 'get it right first time' and to achieve zero defects With TQM, if quality is improved and guaranteed, then reject costs should fall and the demand for the products will rise over time TQM will only work effectively if everyone in the business is committed to the idea It cannot be introduced into one section of a business if defective products coming from other sections are not reduced The philosophy requires a commitment from senior management to allow the workforce authority and empowerment TQM will not operate well in a rigid and authoritarian structure Summarises the TQM approach Read the text and decide if the following statements are True or False TQM concerns production and customer service personnel TQM involves maximizing output and reducing costs 3 TQM guarantees zero defection production and no waste TQM will only be successful if everyone in the company is dedicated to the idea TQM stops when the company have their perfect product TÙ VỰNG Defect reliability Goodwill Serviceability Benchmarking Durability Warranty Scrap benchmarking I a fault or imperfection or deficiency J a promise that goods will meet a certain specified quality level, or be repaired or replaced K customers' satisfaction with and loyalty to a company L ease of maintenance and repair M going outside the firm to see what excellent competitors are doing, and adopting the best practices N performance over a long period of time O regular performance according to specification P to sell defective goods for the price of the recyclable materials is measuring your performance against other companies that are best in class and then using the Lỗi Tin cậy Thiện chí Khả phục vụ Độ dẻo dai Bảo hiểm/ bảo đảm Bán sản phẩm lỗi thro giá chất tái chế Đo điểm chuẩn Là cách đo hiệu suất so với công ty tốt sau sử dụng thơng tin để cải Tolerance Iso 9000 Noncomformance Six sigma Kpi- key performance indicators information to improve is the amount Sự chịu đựng by which a parameter (eg size) can vary from the norm before the piece becomes a defect is a set of international standards of quality Companies can be audited for compliance with one of the standards, and then publicly state that they're ‘ certified is when a requirement has not been met It does not need to be a serious defect, it could be a simple mark on the surface that spoils the appearance is the name of a wellknown quality methodology It takes a highly disciplined approach to eliminating defects in manufacturing This term originally comes from statistics are statistical measures of how well an organization thiện Là mức độ mà tham số thay đổi từ tiêu chuẩn trước sản phẩm trở nên lỗi Là tiêu chuẩn quốc tế chất lượng Công ty kiểm tốn tn thể theo tiêu chuẩn, sau tun bố cơng khai họ chứng nhận Khi mà yêu cầu không đáp ứng Nó khơng cần phải lỗi q nghiêm trọng, vết đơn giản bề mặt mà làm hỏng bề Là tên phương pháp luận chất lượng tiếng, dùng cách tiếp cận quy củ cao để hạn chế lỗi sản xuất Định nghĩa ban đầu tới từ số liệu thống kê Là đo lường thống kê cách mà tổ chức làm Leading indicators Lagging indicators is doing in particular areas The term is particularly common in production and operations, but is used throughout business are those that a future outcome For example, predict levels of staff satisfaction are often a leading indicator of quality A more motivated workforce will make fewer mistakes are those that show a result For example, warranty claims are a lagging indicator of quality Fewer claims mean that earlier actions to improve quality are now working (A ‘lag’ is a delay between two events) lĩnh vực cụ thể Định nghĩa phổ biến sản xuất vận hành, lại sử dựng xuyên suốt doanh nghiệp Là kết tương lai Ví dụ, mức độ dự đốn hài long thường dẫn tới số hàng đầu chất lượng Càng nhiều cơng nhân có động lực có lỗi xảy Cái mà kết Ví dụ,