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BM 2 Obj. 1.03
LAP QM-001 Nature of Quality Management
| Term | Definition |
|---|---|
| Appraisal cost | the cost 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 |
| External failure costs | the costs associated with defective products reaching customers |
| Excellence | usefulness and good performance |
| 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 |
| Preventive 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 |
| 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 |
| Tangibles | in quality management, refers to the environment in which the service is performed |
| value | refers to a customer's opinion on whether or not the product is worth the price |
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anna.f933
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