the ability of a product or service to consistently meet or exceed customer expectations
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 services conform to the intent of the designers
costs of activities designed to ensure quality or uncover defects
costs of preventing defects from occurring
costs caused by defective parts or products or by faulty service.
failures discovered during production
failures discovered after delivery to the customer
return on quality
an approach that evaluates the financial return of investments in quality
Prize established by the Japanese and awarded annually to firms that distinguish themselves with quality management programs
Annual award given by the U.S. government to recognize quality achievements of U.S. companies.
European Quality Award
European award for organizational excellence
a set of international standards on quality management and quality assurance, critical to international business
A set of international standards for assessing a company's environmental performance
set of international standards that pertain to the quality and performance off office equipment that contains reused components
Total Quality management
a philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction
incorporating design elements that prevent incorrect procedures
philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs
Japanese term for continuous improvement
Quality at the source
the philosophy of making each worker responsible for the quality of his or her work
a business process for improving quality, reducing costs, and increasing customer satisfaction
a six-sigma process; define, measure, analyze, improve, and control
an approach to continuous improvement that integrates lean operation principles and six-sigma techniques
a framework for problem solving and improvement activities
a systematic approach to improving a process
a diagram of the steps in a process
a tool for recording and organizing data to identify a problem
a chart of an empirical frequency distribution
technique for classifying problem areas according to degree of importance, and focusing on the most important
a graph that shows the degree and direction of relationship between two variables
a statistical chart of time-ordered values of a sample statistic
a diagram used to search for the cause of a problem
tool for tracking results over a period of time
technique for generating a free flow of ideas in a group of people
groups of workers who meet to discuss ways of improving products or processes
process of measuring performance against the best in the same or another industry
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