Total Quality Management

2. The quality guru who defined quality as "fitness for use"
5. The probability that a product will function properly for a specified period of time under specified conditions
6. A set of international quality management standards and guidelines
7. The quality guru who developed the 14 points for management and emphasized the PDCA cycle
8. A program designed to reduce defects, lower costs, and improve customer satisfaction (target is 3.4 defects per million)
13. A graphic presentation of process data over time with predetermined upper and lower limits
14. A chart used to identify the few critical items as opposed to the many trivial ones (80/20 rule)
15. Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity
17. Management of an entire organization so that it excels in all aspects of products and services that are important to the customer
18. The quality guru associated with the phrase "Quality is Free" and the goal of "Zero Defects"
19. The Japanese term for continuous improvement

1. The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
3. The consistency of performance and the extent to which the service meets or exceeds customer expectations
4. A form of inventory management that requires working closely with suppliers so that raw materials arrive as production is scheduled to begin, but no sooner
9. Another name for a fishbone diagram or cause-and-effect diagram
10. Costs related to evaluating products, processes, parts, and services (e.g., testing, labs, inspectors)
11. Costs associated with reducing the potential for defective parts or services (e.g., training, quality planning)
12. The five-phase improvement cycle used in Six Sigma: Define, Measure, Analyze, Improve, and Control
13. Any kind of a form that is designed for recording data
16. A continuous improvement model that stands for Plan-Do-Check-Act