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A-B-C analysis - A systematic collection and analysis of the behavior observed of an individual or a work group for the purpose of determining the cause of specific behaviors. acceptable quality limit (AQL) - The quality level that is the worst tolerable process average when a continuing series of lots is submitted for acceptance sampling. acceptance sampling - Inspection of a sample from a lot to decide whether to accept or not accept that lot. There are two types: attributes sampling and variables sampling. In attributes sampling, the presence or absence of a characteristic is noted in each of the units inspected. In variables sampling, the numerical magnitude of a characteristic is measured and recorded for each inspected unit; this involves reference to a continuous scale of some kind. acceptance sampling plan - Specific plan that indicates the sampling sizes and the associated acceptance or nonacceptance criteria to be used. In attributes sampling, for example, there are single, double, multiple, sequential, chain, and skip-lot sampling plans. In variables sampling, there are single, double, and sequential sampling plans. For detailed descriptions of these plans, see ANSI/ISO/ASQ A35342. accreditation - Certification, by a duly 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. For example, the Registrar Accreditation Board (U.S.) accredits those organizations that register companies to the ISO 9000 series standards. accuracy - A characteristic of measurement that addresses how lose observed value is to the true value. It answers the question, "Is it right?" ACSI - The American Customer Satisfaction Index is an economic indicator, a cross-industry measure of the satisfaction of U.S. customers with the quality of the goods and services available to them-both those goods and services produced within the United States and those provided as imports from foreign firms that have substantial market shares or dollar sales. action plan - The detailed plan to implement the actions needed to achieve strategic goals and objectives (similar to, but not as detailed as a project plan). active listening - Listening closely to what others are saying (for example, rather than what you think they're saying or what you want to say back to them). activity-based management -
Managing with an accounting system (activity- based costing) that allocates costs to products based on resources employed to produce the product. ad hoc team - See temporary team ADDIE - An instructional design model (analysis, design, development, implementation, and evaluation). adult learning principles - Key principles of how adults learn that impact how education and training of adults should be designed. affinity diagram - A management and planning tool used to organize ideas into natural groupings in a way that stimulates new, creative ideas. Also known as the KJ method. agile approach - Means to change rapidly to meet changing customer and business direction. Also see lean approach. AIAG - Automotive Industry Action Group. alignment - Action taken to ensure that a process or activity allows traceability from an action level upward to support the organization's strategic goals and objectives. alliance - An alliance can be the first step toward a partnership. See partnership/alliance. alpha risk - Type 1 error; rejecting a process or lot when it is acceptable. Also see producer's risk. analogies - A technique used to generate new ideas by translating concepts from one application to another. analysis of variance (ANOVA) - A basic statistical technique for analyzing experimental data. It subdivides the total variation of a data set into meaningful component parts associated with specific sources of variation order to test a hypothesis on the parameters of the model or to estimate analytical thinking - Breaking down a problem or situation into discrete parts to understand how each part contributes to the whole. AND -
audit - A planned, independent, and documented assessment to determine whether agreed-on requirements are being met. Common types of audits are of the quality management system, processes, products, and services. When an audit is to check on conformance to a standard, specifications, contract terms, or regulations, it may be called a compliance audit. audit program - The organized structure, commitment, schedules, and documented methods used to plan and perform audits. audit scope - The depth or extent and boundaries within which the audit will be conducted. audit team - The group of trained individuals conducting an audit under the direction of a team leader, relevant to a particular system, product, process, service, contract, project, or standard. audit types - "Internal" or "first party" (organization being audited by itself), "external" or "second party" (an organization conducting an audit of a supplier, customer, or other company), and "external" or "third party" (audit conducted by a registrar or another party). auditee - The individual or organization being audited. auditor - An individual or organization carrying out an audit. autocratic management - Autocratic managers are concerned with developing an efficient workplace and often have little concern for people (theory X assumptions about people). They typically make decisions without input from subordinates. These managers rely on their positional power. autonomation - Use of specially equipped automated machines capable of detecting a defect in a single part, stopping the process, and signaling for assistance. See jidoka. availability - The ability of a process or equipment to be in a state to perform its designated function under stated conditions at a given time. Availability can be expressed by the ratio: Uptime /Downtime average - The sum of all the pertinent data divided by the number of observations collected. Also see mean. average chart - A control chart in which the subgroup average, X-bar, is used to evaluate the stability of the process level.
average outgoing quality (AOQ) - The expected average quality level outgoing product for a given value of incoming product quality. average outgoing quality limit (AOQL) - The maximum average outgoing quality over all possible levels of incoming quality for a given acceptance sampling plan and disposal specification. balance sheet - A financial statement showing the assets, liabilities, and owner 's equity of a business entity. balanced scorecard - A financial statement showing the assets, liabilities, and owner 's equity of a business entity. balanced scorecard - Translates an organization's mission and strategy into comprehensive set of performance measures to provide a basis for strategic measurement and management, typically using four balanced views: financial, customers, internal business processes, and learning and growth. Baldrige Performance Excellence Program (BPEP) - The Baldrige National Quality Award was established by Congress in 1987 to raise awareness of quality management and to recognize U.S. companies that have implemented successful quality management systems. A Criteria for Performance Excellence is published each year. Three awards may be given annually in each of five categories: manufacturing businesses, service businesses, small businesses, education institutions, and healthcare organizations. The award is named after the late Secretary of Commerce Malcom Baldridge, a proponent of quality management. The U.S. Commerce Delartment's National Institute of Standads and Texhnolgy manages the award, and ASQ administers it. The major emphasis in determining success is achieving results. batch processing - Running large batches of a single product through the process at one time, resulting in queues awaiting next steps in the process. BATF - Bureau of Alcohol, Tobacco, and Firearms. bathtub curve - Also called life-history curve or Weibull curve. A graphic demonstration of the relationship of failures over the life of a product versus the probable failure rate. Includes three phases: early or infant failure (break- in), a stable rate during normal use, and wear-out. behavior management - The management methodology and practices adapted from B. F. Skinner 's theories: a practice used in managing people. behavioral theories -
UNDERSTAND - Read and understand descriplions, communications, reports, tables, diagrams, directions, regulations, etc. APPLY - Know when and how to use ideas, procedures, methods, formulas, principles, theories, etc. ANALYZE - Break down information into its constituent parts and recognize their relationship to one another and how they are organized; identify sublevel factors or salient data from a complex scenario. EVALUATE - Make judgements about the value of propised ideas, sokutuons, etc., by comparing the proposal to specific criteria or standards. Create - Put parts or elements together in such a way to reveal a pattern or structure not clearly there before; identify which data or information from a conplex set is appropriate to examine furtger or from which supported conclusions can be drawn. body language - The expression of thoughts and emotions through movement or positioning of the body.
