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BM ll 103
LAP QM-001 Nature of Quality Management
Term | Definition |
---|---|
appraisal costs | the costs associated with inspecting and catching deflective products 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 |