click below
click below
Normal Size Small Size show me how
BM II 103
LAP QM-001 Nature of Quality Management
Term | Definition |
---|---|
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 |
excellence | usefulness and good performance (in products) |
prevention costs | the costs associated with planning and implementing quality so that defective products aren't created |
quality | the evaluation of a product based on excellence, value, conformance to specifications, and customer satisfaction |
quality assurance | a process businesses use to prevent defective products from being created, not just to eliminate or correct them after they've already been produced |
quality control | a process businesses use to check for defects after products have been produced; also called quality inspection |
quality improvement | a business's ongoing commitment and willingness to makes changes for the purpose of maintaining quality |
quality management | the ongoing process of planning, implementing, and integrating quality into every aspect of an organization |
reliability | the measure of how well a product performs its purpose without breaking down |
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 rerefers to the environment in which a service is performed |
value | in quality management, refers to a customer's opinion on whether or not the product is worth the price |