exam 3 key terms

exam 3 key terms - Chapter 9 Quality The ability of a...

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Chapter 9 Quality: The ability of a product or service to consistently meet or exceed customer expectations. Deming Prize: Prize established by the Japanese and awarded annually to firms that distinguish themselves with quality management programs. Dimensions of quality: performance, aesthetics, special features, conformance, reliability, durability, perceived quality, and serviceability Quality of Design: intention of designers to include or exclude features in a product or service Quality of conformance: the degree to which goods or service conform to the intent of the designers. Appraisal costs: costs of activities designed to ensure quality or uncover defects Prevention costs: costs of preventing defects from occurring Failure costs: costs caused by defective parts or products or by faulty services Internal failures: failures covered during production External failures: failures discovered after delivery to the customer. Return on quality: an approach that evaluates the financial return of investments in quality Baldrige Award: Annual award given by the US government to recognize quality achievements of US Companies. ISO9000: a set of international standards on quality management and quality assurance, critical to international business ISO 14000: a set of international standards for assessing a company’s environmental performance Total Quality Management (TQM): a philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction Fail-safing: Incorporating design elements that prevent incorrect procedures Continuous improvement: philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs
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Quality at the source: the philosophy of making each worker responsible for the quality of his or her work. 6 Sigma: the business process for improving quality, reducing costs and increasing customer satisfaction. Lean/6 sigma:
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exam 3 key terms - Chapter 9 Quality The ability of a...

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