Quality Management Wordlist Essay

558 words - 3 pages

DIMENSIONS OF QUALITY
1. Product Quality
a. Functionality – refers to the core features and characteristics of a product
b. Reliability – indicator of durability of products
c. Usability – customer should be able to use the product easily without the help of experts
d. Maintainability – refers to the case with product can be maintained in the original condition
e. Efficiency – ratio of output to input
f. Portability – set of attributes that bear on the ability of software to be transferred from one environment to another
2. Service Quality
a. Quality of Customer Service – ability to satisfy customer depends on this
b. Quality of Service Design – service must be designed per the requirements of a customer
c. Quality of Delivery – defects on delivery should be zero to satisfy the customers
3. Additional attributes of quality
d. Timeliness – delivery on ...view middle of the document...

Quality Assurance – all the planned and systematic activities implemented within the quality system, and demonstrated as needed, to provide adequate confidence that an entity will fulfill the requirements for quality.
a. Quality of Design – how well the product or service has been designed to meet the current and future requirements
b. Quality of Conformance – consistency in delivering the designed product
c. Quality of Performance – indicator of performance of the end product
d. Quality of Service – involves all activities that will enable the customer to procure and use the product without any hassles
Quality Planning – activities that establish the objectives and requirements for quality
Quality Improvement – aims at attaining unprecedented levels of performance
Strategic Planning – carried out generally at annual intervals and is carried out using a formal structured approach
Quality Management – all activities of the overall management function that determine the quality policy,objectives and responsibilities and implement them by means such as quality planning, quality control, quality assurance and quality improvement within quality system
CHAPTER 2
Cost of Quality – sum of costs incurred by an organization in preventing poor quality
Prevention costs – planned costs incurred by an organization to ensure that no defects occur in any stages
Appraisal costs – incurred in verifying, checking, or evaluating a product or service at various stages during manufacturing and delivering
Failure costs – incurred by an organization because the product or service did not meet the expected requirements and the product had to be fixed or replace or the service had to be repeated
Hidden costs – can be eliminated only be eliminating external failures
Vision statement – vision of the CEO about where the organization should be in the long run
Mission Statement – describes the purpose for which the organization is in business and provides the strategies to achieve this purpose
Quality Policy – aimed at improving the customers’ perceptions about the organization and therby improving the organization’s image

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