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BM II 103

LAP QM-001 Nature of Quality Management

TermDefinition
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 person's shoes.
Excellence Usefulness and good performance (in products).
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 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 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 a service is performed.
Value In quality management, refers to a customer's opinion on whether or not the product is worth the price.
Created by: jasmine.ramos
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