Across
- 2. '_______ technologies', the tools (equipment, machines and other devices) used in operations that transform materials, information or customers
- 5. Pull An approach to NPD based on the premise that organizations should only supply products for which a demand can be identified.
- 9. The Balanced ________', a performance measurement framework that organizes performance measures into four perspectives (financial, customer, internal processes and learning and development).
- 10. 'Failure mode and _______ analysis', (FMEA), a technique used to identify likely causes of failure and their consequences so that preventative actions can be taken.
- 11. The original or model on which something is based or formed
- 15. A measure of the success of an operation in producing outputs that satisfy customers
- 16. '_________ measurement', the process of quantifying the efficiency and effectiveness of actions.
- 19. ‘The ______ prize’ the oldest quality award in Japanese business. Now also open to non- Japanese companies.
- 21. Mass ___________', the use of a single process to produce a wide variety of products (or services). It aims to realize unit cost reductions through economies of scope in the same way that mass manufacturing aims to achieve economies of scale.
- 22. Japanese car- maker which has recently implemented an International Multi-purpose Vehicle project (IMV) to connect its supply system on a global scale
- 24. Gap Any difference between the customers’ expectations of a product or service and their perceptions of their experience of it.
- 25. A Japanese term which loosely translates as ‘continuous improvement’.
- 26. One of the terms used to describe the process of obtaining inputs of goods or services from a source outside of the organization
- 27. '_______ of quality', an expression of an organization’s performance in quality in financial terms.
- 28. The increasing integration of economic activity around the world, evidenced by the growth in international trade and the increasing interdependence of national economies
- 31. The world’s largest retailer
Down
- 1. 9000 A well-known family of standards for quality management systems, (answer contains letters and numbers).
- 3. 'Performance _______', the level of performance deemed suitable for use as the target level of performance against which to compare a particular aspect of performance.
- 4. Core ___________', something that an organization can do uniquely well.
- 6. 'Quality ________ deployment (QFD)', a structured procedure that aims to ensure that the design of products and services meets the needs of the customer.
- 7. Moving certain operations to another county, either by relocating affected operations to facilities in another country, or by outsourcing the operations to a foreign supplier
- 8. The direction and scope of an organization over the long term
- 12. The act of predicting the future likely level of demand for products and services
- 13. Any interruption, failure or disruption to operations that causes a loss of intended production
- 14. One of the three Es of performance measurement.
- 17. 'Quality ______', an extension of quality inspection in that it uses data from inspection to identify causes of defects and to take corrective action.
- 18. 'Electronic ______ interchange', the computer-to- computer exchange of structured information via a telecommunication link
- 20. Sigma An approach to quality improvement pioneered by Motorola in the 1980s.
- 23. '_______ quality management (TQM)', a philosophy for quality improvement based on principles of the elimination of waste, continuous involvement and the involvement of all employees.
- 29. In e-commerce this refers to a transaction that takes place between one business organization and another
- 30. 'Quality ________', this involves taking a proactive approach towards quality management by seeking to prevent defects ever being produced.