Index_C

C

Capability, 83–84, 198

analysis, 37

index, 83

ratio, 83

Certification

accountability, 268–70

BOK and, 265, 268

of certifiers, 268

competency and, 266–7

learning process emphasis, 267

politics of, 268

programs, 109, 175, 176

roles, for, 265

societies, 264, 265, 268, 269

Certified quality engineer (CQE), 264

Characteristics of objects, 142

"Chart of Accounts", 133

Class

frequencies, 59

intervals, 57–58

Clean Air Act Amendment (CAAA), 235

Coleman Report, 266

Collection of data. See Data collection

Common (inherent) variation, 17–18, 34–35, 63

Common formulas, 11–13, 22

Communication

internal, 244

techniques, 27

of vision, 273

Competitors, 46, 47

Complaints, 25, 230

Complexity, 194–95

Compliance audits, 239

Component

failure, 106

Computer

aided engineering, (CAE), 157, 211

Internet access, 232

security, 162–63

statistics and, 146

Conflict resolution, 29

Continual improvement practices, 6, 107, 233, 242

Contractors, 238

Control

chart, 60–62, 66–67

concept, 26

cycle, 54–56

limits for p charts, 76–78

limits for X and R charts, 74–76

operational, 244

plan, 113, 198

Convertible resources, 54

Corporate values, 50

Cost

analysis, 94

benefit analysis, 39

effectiveness, 203, 204

error-proofing and, 94

life cycle, 204

reduction, 181

savings target, 15

Cost of poor quality (COPQ), 15, 16, 32

Cost of quality (COQ)

avoidance costs, 132

report, 133

total failure costs, 132–33

Covey, Stephen R., 228

Crane, 5

Critical success factors (CSFs)

in benchmarking model, 49

defining, 46

Critical to consumer (CTC) characteristics, 5

Critical to quality (CTQ) characteristics

design parameters, 262

developing, 16, 39

in DFSS, 155, 159

identifying, 13, 15, 16, 32, 33–34

mistake-proofing and, 40

Critical to satisfaction (CTS) drivers, 156

Cross-functional

departments, 125, 183

teams, 135, 175

CTS factors, 157, 158, 159

CTX (process) trees, 14

CTY (product) trees, 14

Culture, 7, 68, 271, 275

Customer

buyer/supplier and, 27

communication techniques, 27–28

complaints, 25, 29, 230

driven specifications, 196

expectations, 230

feedback, 24–26

group, 26

identifying, 32, 272

loyalty, 154–55, 230

market segments, 26–27

phrases to avoid, 227–28

requisition, 108

satisfaction, 27, 28, 29–30, 154–5, 194, 233

types, 16, 23

visits, 28

See also External customers; Internal Customers; Kano; Quality function deployment

Cycle time, 46