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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 persons 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 products based on excellence, value, conformance to specifications, and customer satisfaction
quality control a process businesses use to check for defects after products have been produced; also called quality inspection
quality improvement a business's on going commitment and willingness to make changes for the quality into every aspect of an organization
reliability the measure of how well a product preforms 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 preformed
value in quality management, refers to a customers opinion on whether or not the product is worth the price
Created by: kiara.m912
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