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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 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 person's shoes |
| excellence | usefulness and good performance (in products) |
| external failure costs | the costs associated with catching 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 of 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 customer satisfaction |
| quality assurance | a process businesses use to prevent defective products from being created, not just to eliminate; also called quality inspection |
| 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 make changes for the purpose of maintaining quality |
| quality management | the ongoing process of planning, implementing, and interesting 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 |
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Brihana1
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