UNIT 9: QUALITY

quality

to produce a good or a service which meets customer expectations

quality control

the checking for quality at the end of production process, whether it is the production of a product or a service

quality assurance

the checking for quality standards throughout the production process, whether it is the production of a product or a service

Total Quality Management (TQM)

the continuous improvement of products and processes by focusing on quality at each stage of production

benchmarking

going outside the firm to see what excellent competitors are doing, and adopting the best practices

defect

a fault or imperfection or deficiency

durability

performance over a long period of time

goodwill

customers' satisfaction with and loyalty to a company

reliability

regular performance according to specification

to scrap

to sell defective goods for the price of the recyclable materials they contain

serviceability

ease of maintenance and repair

warranty

a promise that goods will meet a certain specified quality level, or be repaired or replaced

leading indicators

predict future performance or outcomes

lagging indicators

show a result

tolerance

is the amount by which a parameter can vary from the norm --> becomes a defect

ISO 9000

set of international standards of quality

Nonconformance

is when a requirement has not been met (eg, simple mark...)

Six sigma

name of well-known quality methodology

Key performance indicators (KPI)

statistical measures of how well an org is doing in particular area