Ch 9 and 10 Flashcards
The ability of a product or service to consistently meet or exceed customer expectations
Quality
Intentions of designers to include or exclude features in a product or service based on perception of customer requirements
Quality of design
The degree to which goods or services conform to the intent of the designers
Quality of conformance
Increase the likelihood that a product will be used for its intended purpose and in such a way that it will continue to function properly and safely
Ease-of-Use and user instructions
Taking care of issues and problems that arise after the sale
After-the-sale service
Costs of activities designed to ensure quality or uncover defects
Appraisal Costs
All training, planning, customer assesment, process control, and quality improvement costs to prevent defects from occurring
Prevention Costs
Costs incurred due to defective parts/products or faulty services
Failure Costs
Sets of international standards on quality management and quality assurance, critical to international business
ISO 9000
A set of international standards for assessing a company’s environmental performance
ISO 14000
Pertains to the quality and performance of office equipment that contains reused components
ISO 24700
A philosophy that involves everyone in an organization in a continual effort to improve quality, and achieve customer satisfaction
Total Quality Management (TQM)
Philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs
Continuous Improvement
Japanese word for continuous improvement
Kaizen
The philosophy of making each worker responsible for the quality of his or her work
Quality at the Source
