| Conformance Quality | Degree to which the product or service design specifications are met.
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| Continuous Improvement | Philosophy of continually seeking improvements in processes through the use of team efforts.
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| Cost of Quality | Expenditures related to achieving product or service quality, i.e., costs of prevention, appraisal, internal failure, and external failure.
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| Design Quality | Inherent value of the product in the marketplace.
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| Dimensions of Quality | Criteria by which quality is measured.
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| External Benchmarking | Looking outside the company to examine what excellent performers inside and outside the company's industry are doing in the way of quality.
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| Fail-Safe or Poka-Yoke Procedures | Simple practices that prevent errors or provide feedback in time for the worker to correct errors.
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| ISO 9000 | Formal standards used for quality certification developed by the International Organization for Standardization.
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| ISO 14000 | Series of Standards to control the impact of an organization's activities and outputs on the environment.
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| Kaizen | Japanese term for continuous improvement.
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| Malcolm Baldrige National | An award established by the U.S. Department of Commerce
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| Quality Award | given annually to companies that excel in quality.
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| PDCA Cycle | Also called the Deming Wheel, refers to the Plan-Do-Check-Act cycle of continuous improvement.
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| Quality at the Source | Person who does the work is responsible for ensuring specifications are met.
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| SERVQUAL | Service quality questionnaire which measures the gap between customer expectations and perceptions of performance after a service encounter.
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| Total Quality Management (TQM) | Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.
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| Zero Defects | Goal of a quality program.
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