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BM II 103
LAP QM-001 Nature of Quality Management
| Term | Definition |
|---|---|
| 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 knowlegeable |
| 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 |
| 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 implanting quality so that defective products aren't created |
| quality | the evaluation of a based on excellence, value, conformance, to specifications, and customer satisfaction |
| quality assurance | A process business 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 business use to check for defects after products have been produced; also called quality inspection |
| quality improvement | A business's ongoing process of planning, implementing, and integrating quality into every aspect of an organization |
| 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 price |
Created by:
jayden.b465
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