Chapter 6 Terms Flashcards
Product quality
a product’s fitness for consumption in terms of meeting customers’ needs and desires
Design quality
a measure of how well a product’s designed features match up to the requirements of a given customer group
Conformance quality
a measure of whether or not a delivered product meets its design specifications
Quality management
a management approach that establishes an organization-wide focus on quality, merging the development of a quality-oriented corporate culture with intensive use of managerial and statistical tools
Quality dimensions
Performance Features Reliability Durability Conformance Aesthetics Support/Responsiveness Perceived Quality
Cost of Quality
a framework for quantifying the total cost of quality-related efforts and deficiencies
4 major cost categories
Prevention
Appraisal
Internal failure
External failure
Prevention
costs associated with efforts to prevent product defects and associated failure and appraisal costs
Appraisal
costs resulting from inspections used to assess quality levels
Internal failure
costs associated with quality failures uncovered before products are delivered to customers
External failure
costs associated with quality failures uncovered after products reach customers
Inverted view of management
For TQM, the employees are seen as the most important (top of upside-down pyramid)
DMAIC
Define Measure Analyze Improve Control
