Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
BM2 obj 103
| 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 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 the 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 product 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 eliminate or correct them after they've been produced |
| quality control | a process business used to check for defects after products have been produced; also called quality inspection |
| quality improvement | a business ongoing commitment and willingness to make 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 |
| 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 relives 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 customers opinion on whether or not the product is worth the price |
Created by:
kayde.m822
Popular Management sets