Quality Management and Leadership

These flashcards cover key concepts related to quality management, leadership principles, and the differences between products and services.

Quality

The standard of something as measured against other things of a similar kind; the degree of excellence of something.

Quality Standards

Documents that provide requirements, specifications, blueprints, guidelines, or characteristics to ensure that materials, processes, products, and services are fit for their purpose.

Customer Improvement

A quality management principle that focuses on recognizing and adjusting company objectives to meet customer needs and expectations.

Leadership

A process of social influence that maximizes the efforts of others towards achieving a goal or a specific target.

Empathy

The ability of a leader to understand and share the feelings of others, which helps in inspiring and establishing connections.

Evidence-Based Decision Making

The practice of making decisions based on data and accurate information to solve issues and improve organizational performance.

Continuous Improvement

An ongoing effort to improve products, services, or processes over time, often using feedback and data.

Intangibility

A characteristic of services that indicates they cannot be touched or owned, only experienced.

ISO 9000

A family of standards for quality management systems developed by the International Organization for Standardization.

Management Skills

Skills necessary for effective management, including people management, communication, technical abilities, and conceptual skills.

Communication

The act of exchanging information, crucial for gaining trust and aligning efforts toward common goals.

Relationship Management

A principle emphasizing the importance of building trust and maintaining relationships with suppliers and stakeholders.

Servant Leadership

A leadership philosophy that emphasizes serving others, supporting team members, and ensuring they have the tools they need.

Perishability

A characteristic of services indicating that they cannot be stored; unused services are lost.

Process Approach

A principle that focuses on developing processes for each business area to ensure effective resource use and consistent results.