What is quality? Flashcards
quality in manufacturing
quality can be seen in terms of conformity or conformance to specification, which means that the components and the product as a whole are made exactly as designed
in other words: there is consistency and elimination of variation resulting in zero defects at all in manufacturing process
zgodność
conformity, conformance
conformity to specification
putting intentions of designer of components into practice when the components are being made
employee involvement
quality should be the concern of everyone in the company
TQM (pl)
Total Quality Management; kompleksowe zarządzanie jakością (zaangażowanie wszystkich prac w zapewnieniu jakości)
Quality in services
quality can also be seen from the point of view of customers; the service must satisfy customer needs, the service must be exactly what is planned and intended
customer approval
recognition that we are satisfying customer needs and customer expectations
Exceed (syn)
go beyond
customer delight (Def)
extreme satisfaction
in what terms quality can also be seen
- performance
- features
- reliability
- technical durability
- serviceability
- aesthetics
- perceived quality
- value for money
performance
how well the product performs its main function
features
additional parts or characteristics that the product offers
reliability
how well the product continues to perform without breakdown
technical durability
how long the product lasts before becoming technically obsolete - out of date
serviceability
how easy the product is to service - maintain and repair
