7B - Create a Quality Management Plan Flashcards
The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
quality
An approach to improve business results through an emphasis on customer satisfaction, employee development, and processes rather than on functions.
TQM
What does TQM stand for?
Total Quality Management
Non-mandatory guidelines or characteristics that have been approved by a recognized body of experts such as the ISO.
standards
Compliance-mandatory characteristics for specific products, services, or processes.
regulations
Regulations that are widely accepted and adopted through use.
de facto regulations
Regulations that are mandated by law or have been approved by a recognized body of experts.
de jure regulations
A quality system standard that is applicable to any product, service, or process in the world.
ISO 9000 series
The total cost of effort to achieve an acceptable level of quality in the project’s product or service.
cost of quality
The amount spent to avoid failures, such as prevention and appraisal costs, that factor into the total cost of quality.
conformance costs
The amount spent to rectify errors, such as internal failure and external failure costs, that factor into the total cost of quality.
non-conformance costs
Upfront cost of programs or processes needed to meet customer requirements or design in quality.
prevention costs
Costs associated with evaluating whether the programs or processes meet requirements.
appraisal costs
Costs associated with making the product or service acceptable to the customer after it fails internal testing and before it is delivered to the customer
internal failure costs
Costs due to rejection of the product or service by the customer.
external failure costs
