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BM II 103

LAP QM-001 Nature of Quality Management

TermDefinition
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
excellence usefulness and good performance (in products)
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 makes 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
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 rerefers 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: jehad.p044
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