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BM II 103
Term | Definition |
---|---|
Appraisal cost | 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 person's 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 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 improvement | A business’s ongoing commitment and willingness to make 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 |
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 |