Breakthrough Thinking: A
creative problem solving process
that overcomes many creativity
blocks. It is based on the
following principles: Uniqueness,
Purposes, Limited information
Timeline, and People.
Betterment Timeline: A
schedule for process improvement
that takes into account the
realities of resources and human
factors in process improvement.
The betterment timeline addresses
the need for continual PDSA
Random variation within the
capability of the system. Treating
common cause variation as special
cause variation degrades system
Continual improvement: The
quest to continually improve
process and product through
application of quality principles.
Recognition that no system is ever
perfect, and that all systems,
unless improved, will degrade with
time and use.
Customer: The recipient or
beneficiary of the output of your
work efforts, or the purchaser of
your products and services. May be
either internal or external.
from the customer about how the
process output compares with
Input: Products or services
obtained from others (suppliers)
in order to perform our job tasks.
Measurement: The act or
process of measuring to compare
results to requirements. A
quantitative estimate of
Measurement sensor: A
method or instrument, which can
carry out the evaluation and state
the findings in numbers, in terms
of the unit of measure.
Measurement units: A
defined amount of some quality
feature, which permits evaluation
of that feature in numbers.
Physical units of measurement such
as number of units, pounds,
percent defective, or pages.
MORT: Management Oversight
and Risk Tree. See DOE document
Operational Definitions: Operational
definitions provide the common
language for process operators,
customers, and suppliers to
communicate. An operational
definition normally has three
Output: Material or
information provided to others
(internal or external customers).
PDSA Cycle: The Shewhart
cycle or Deming Wheel of Plan, Do,
Process: A set of
interrelated work activities that
are characterized by a set of
specific inputs and value-added
tasks that produce a set of
Process owner: Coordinates
the various functions and work
activities at all levels of a
process, has the authority or
ability to make changes in the
process as required, and manages
the process end-to-end so as to
ensure optimal overall
Process step: An activity
which converts one or more inputs
into an output. Usually expressed
as a functional verb-noun
statement; e.g. assemble report,
or issue request for proposal.
Profound Knowledge: Dr. W.
Edwards Deming's categorization of
four points, a) a working
knowledge of a system, b) a theory
of variation, c) the theory of
knowledge, and d) psychology.
meeting customer expectations.
Root cause: Original reason
for nonconformance within a
process. When the root cause is
removed and corrected, the
nonconformance will be eliminated.
Six Sigma: The current approach to Total Quality Management,
focusing on the customer and application of statistical tools to achieve
defect rates better than 3.4 defects per million opportunities. This comes
about from applying + six sigma bounds on a normal distribution,
where the mean can vary by + 1.5 sigma.
solution that will be arrived at
the next time you work on the
problem. An 'ideal' solution.
Variation in output of a system
beyond the normal statistical
limits of process capability.
System: Two or more
processes organized to reach an
aim. A system is a network of
interdependent components that
work together to accomplish the
aim of the system.
Tampering: Modifying a
system by treating common cause
variation as special cause
variation. This always degrades
Total Quality Management: A
management philosophy which
develops all management principles
and practices from the belief that
continual improvement of quality
is the key to success. The Deming
management system, described by
Dr. Deming's 14 points and the
search for Profound Knowledge.