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BM 2 1.03
LAP QM-001 Nature of Quality Management
| Term | Definition |
|---|---|
| Appraisal costs | The cost 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 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 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 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 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 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 the customer's opinion on whether or not the product is worth the price |
Created by:
Nadiya.m994
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