Across
- 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
Down
- 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