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BM II 103
QM-001
| Question | Answer |
|---|---|
| appraisal costs | 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 persons shoes |
| excellence | usefulness and good performance |
| external failure costs | the costs associated with effective 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 customers satisfaction |
| quality assurance | 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 organization |
| quality improvement | a businesses 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 customers opinion on whether or not the product is worth the price |
Created by:
monica.h640
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