Chapter 5 Flashcards
Conformance to specifications
How well a product or service meets the targets and tolerances determined by its designers.
Fitness for use
A definition of quality that evaluates how well the product performs for its intended use.
Value for price paid
Quality defined in terms of product or service usefulness for the price paid.
Support services
Quality defined in terms of the support provided after the product or service is purchased.
Psychological criteria
A way of defining quality that focuses on judgmental evaluations of what constitutes product or service excellence.
Prevention costs
Costs incurred in the process of preventing poor quality from occurring.
Appraisal costs
Costs incurred in the process of uncovering defects
Internal failure costs
Costs associated with discovering poor product quality before the product reaches the customer.
External failure costs
Costs associated with quality problems that occur at the customer site.
Total quality management (TQM)
Philosophy that seeks to improve quality by eliminating causes of product defects and by making quality the responsibility of
everyone in the organization.
Robust design
A design that results in a product that can perform over a wide range of conditions.
Taguchi loss function
Costs of quality increase as a quadratic function as conformance values move away from the target.
Continuous improvement
A philosophy of never-ending improvement.
Kaizen
A Japanese term that describes the notion of a company continually striving to be better through learning and problem solving.
Plan–do–study–act (PDSA) cycle
A diagram that describes the activities that need to be performed to incorporate continuous improvement into the operation
