| aesthetics | A dimension of quality that includes looks, sound, and smells.
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| appraisal costs | Costs associated with product inspection, testing, and auditing of quality-related systems.
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| assurance | A dimension of quality that relates to the level of trust or confidence generated by employees.
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| benchmarking | Identification of best practices of other companies.
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| continuous improvement | A process of always seeking ways to improve existing processes and tasks.
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| cost of quality (COQ) | All of the costs associated with maintaining the quality of goods and services.
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| customer focus | The first principle of total quality management, which dictates that the customer determines what quality is.
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| durability | How long a product will last.
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| empathy | A dimension of quality that results from the approachability and sensitivity of employees.
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| external customer | Consumers and businesses that buy products and services.
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| external failure costs | Costs incurred when a customer is exposed to poor quality.
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| feature | A dimension of quality that consists of additional capabilities of products or services that can be added.
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| industry-focused benchmarking | The identification of the best practices among competitors.
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| internal customer | An entity of a business that receives an output of some other part of the same business.
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| Kano model | A business model that proposes that there are actually three important levels of quality characteristics for customers: must-be, one-dimensional, and delighters.
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| performance | A dimension of quality that results from specific characteristics and capabilities of the product or service.
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| prevention costs | Costs associated with efforts to prevent errors or defects from happening.
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| process-focused benchmarking | Benchmarking that focuses on similar processes of other companies, but those companies need not be competitors or even in the same industry.
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| recovery | The way a business deals with an external failure when trying to satisfy the customer despite the failure.
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| reliability | A dimension of quality resulting from a company’s consistency of performance.
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| reputation | A dimension of quality resulting from a company’s performance history.
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| responsiveness | A dimension of quality resulting from the company’s ability to respond quickly.
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| serviceability | A dimension of quality that consists of the amount of effort required to repair a product.
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| tangibles | A dimension of service quality that includes the physical items that are included in the service.
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| testing | A specific type of inspection used when a visual inspection cannot reveal whether products meet specifications.
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| total involvement | A commitment at all levels of the firm, from the very top to the very bottom.
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