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BM II 103
LAP QM-001 Nature of Quality Management
Term | Definition |
---|---|
Appraisal costs | The costs associated with inspecting and catching defective products as quickly as possible |
assurance | the confidence customers have that a service provider is trustworthy and knowledgeable |
conformance | compliance with standards |
defective | not conforming to predetermined standards |
Durability | the measure of how long a product lasts |
empathy | the ability to put yourself in another persons shoes |
excellence | usefulness and good performance |
external failure costs | the costs associated with defective products reaching customers |
globalization | the rapid and unimpeded flow of capital, labor, and ideas across national borders |
internal failure costs | the costs associated with catching defective products before they reach customers |
methodology | a set of principles or guidelines |
prevention costs | the costs associated with planning and implementing quality so that defective products aren't created |
quality | the evaluation of a products based on excellence, value, conformance to specifications, and customer satisfaction |
quality control | a process businesses use to check for defects after products have been produced; also called quality inspection |
quality improvement | a business's on going commitment and willingness to make changes for the quality into every aspect of an organization |
reliability | the measure of how well a product preforms its purpose without breaking down |
responsiveness | the level of promptness and willingness with which a service is provided |
serviceability | the measure of how easy a product is to fix and maintain |
six sigma | a popular quality management methodology that relies on a five step approach to improve any business process |
tangibles | in quality management, refers to the environment in which a service is preformed |
value | in quality management, refers to a customers opinion on whether or not the product is worth the price |