Quality Services Crossword Puzzle

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Across
  1. 1. Japanese term that means mistake proofing. A pokayoke device is one that prevents incorrect parts from being made or assembled or easily identifies a flaw or error
  2. 5. freedom of accidental injury
  3. 8. A term used to describe activities that transform input into a customer (internal or external) usable output
  4. 11. An instrument or technique to support and improve the activities of process quality management and improvement.
  5. 12. The application of the plan-do-check-act cycle (see listing) to processes to produce positive improvement and better meet the needs and expectations of customers
  6. 16. The result of an action being taken; the expected or predicted impact when an action is to be taken or is proposed.
  7. 17. The provision of training only when it is needed to all but eliminate the loss of knowledge and skill caused by a lag between training and use.
  8. 18. The act or process of quantitatively comparing results with requirements.
  9. 20. A business leader or senior manager who ensures resources are available for training and projects, and who is involved in periodic project reviews; also an executive who supports and addresses Six Sigma organizational issues.
  10. 21. Healthcare term for any event that is not consistent with the desired, normal or usual operation of the organization; also known as a sentinel event. An injury caused by medical management rather than by the underlying disease or condition of the patient.
  11. 22. The continuing flow of the quality message down to, not through, the next level of supervision until it reaches all workers.
  12. 23. A condition in which employees have the authority to make decisions and take action in their work areas without prior approval. For example, an operator can stop a production process if he or she detects a problem, or a customer service representative can send out a replacement product if a customer calls with a problem.
  13. 25. The act of defining a problem; determining the cause of the problem; identifying, prioritizing and selecting alternatives for a solution; and implementing a solution.
  14. 26. A common set of values, beliefs, attitudes, perceptions and accepted behaviors shared by individuals within an organization.
  15. 28. Japanese for waste; any activity that consumes resources but creates no value for the customer.
  16. 30. A systematized group of activities to recognize and evaluate the potential failure of a product or process and its effects, identify actions that could eliminate or reduce the occurrence of the potential failure and document the process.
  17. 34. Certification by a recognized body of the facilities, capability, objectivity, competence and integrity of an agency, service or operational group or individual to provide the specific service or operation needed.
  18. 35. The essential or salient point; the primary or most important consideration. Also, the line at the bottom of a financial report that shows the net profit or loss
  19. 36. A three-pronged approach to managing for quality. The three legs are quality planning (developing the products and processes required to meet customer needs), quality control (meeting product and process goals) and quality improvement (achieving unprecedented levels of performance).
  20. 37. An individual from within or outside an organization who facilitates change in the organization; might be the initiator of the change effort, but not necessarilyCertification The result of a person meeting the established criteria set by a certificate granting organization
  21. 38. A systematic evaluation process of collecting and analyzing data to determine the current, historical or projected compliance of an organization to a standard.
  22. 39. The inability of an item, product or service to perform required functions on demand due to one or more defects
  23. 41. A major shift in the attitudes, norms, sentiments, beliefs, values, operating principles and behavior of an organization.
  24. 42. A subjective term for which each person or sector has its own definition. In technical usage, quality can have two meanings: 1. the characteristics of a product or service that bear on its ability to satisfy stated or implied needs; 2. a product or service free of deficiencies. According to Joseph Juran, quality means “fitness for use;” according to Philip Crosby, it means “conformance to requirements.”
  25. 43. A term that describes a process step or function that is not required for the direct achievement of process output. This step or function is identified and examined for potential elimination. Also see “value added.”
  26. 45. A solution meant to reduce or eliminate an identified problem.
  27. 46. A situation in which critical information is withheld from the team because individual members censor or restrain themselves, either because they believe their concerns are not worth discussing or because they are afraid of confrontation.
  28. 47. the failure of a planned action to be completed as intended or the use of a wrong plan to achieve an aim.
  29. 48. A technique for discovering the root causes of a problem and showing the relationship of causes by repeatedly asking the question, “Why?”
Down
  1. 1. See “plan-do-check-act cycle.”
  2. 2. The positive effect of a process change effort.
  3. 3. A set of international standards on quality management and quality assurance developed to help companies effectively document the quality system elements to be implemented to maintain an efficient quality system.
  4. 4. An essential part of a quality improvement effort. Organization leaders must establish a vision, communicate that vision to those in the organization and provide the tools and knowledge necessary to accomplish the vision.
  5. 6. A performance standard and method Philip B. Crosby developed; states that if people commit themselves to watching details and avoiding errors, they can move closer to the goal of zero defects.
  6. 7. A term Joseph M. Juran used to describe the Pareto principle, which he first defined in 1950. (The principle was used much earlier in economics and inventory control methods.) The principle suggests most effects come from relatively few causes; that is, 80% of the effects come from 20% of the possible causes. The 20% of the possible causes are referred to as the “vital few;” the remaining causes are referred to as the “useful many.” When Juran first defined this principle, he referred to the remaining causes as the “trivial many,” but realizing that no problems are trivial in quality assurance, he changed it to “useful many.” Also see “eighty-twenty (80-20).”
  7. 9. A specifically trained person who functions as a teacher, coach and moderator for a group, team or organization.
  8. 10. The beginning point, based on an evaluation of output over a period of time, used to determine the process parameters prior to any improvement effort; the basis against which change is measured.
  9. 13. The management of a conflict situation to arrive at a resolution satisfactory to all parties.
  10. 14. Healthcare term for any event not consistent with the desired, normal or usual operation of the organization; also known as an adverse event.
  11. 15. A systematic, independent examination and review to determine whether quality activities and related results comply with plans and whether these plans are implemented effectively and are suitable to achieve the objectives.
  12. 19. A tool for ensuring all important steps or actions in an operation have been taken
  13. 20. A form of resistance based on opposition to the possible social and organizational consequences associated with change.
  14. 24. A statistical measure of how well an organization is doing in a particular area. A KPI could measure a company’s financial performance or how it is holding up against customer requirements.
  15. 26. A tool for analyzing process dispersion. It is also referred to as the “Ishikawa diagram,”
  16. 27. The concept that it is beneficial and more cost effective to take the necessary steps up front to ensure a product or service meets its requirements than to provide a product or service that will need rework or not meet customer needs. In other words, an organization should engage in defect prevention rather than defect detection.
  17. 29. A group of individuals organized to work together to accomplish a specific objective.
  18. 31. The Global Voice of Quality
  19. 32. An organizational practice whereby employees regularly participate in making decisions on how their work areas operate, including suggestions for improvement, planning, goal setting and monitoring performance
  20. 33. A term first used to describe a management approach to quality improvement. Since then, TQM has taken on many meanings. Simply put, it is a management approach to long-term success through customer satisfaction. TQM is based on all members of an organization participating in improving processes, products, services and the culture in which they work.
  21. 40. The ability of a product to be in a state to perform its designated function under stated conditions at a given time.
  22. 44. The total range of inherent variation in a stable process determined by using data from control charts.