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Chapter 3 BMGT Sean
Chapter 3 of the Course Packet
17
Business
Undergraduate 1
12/13/2011

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Cards

Term
Customer Satisfaction
Definition
A variable quality that defines how satisfied customers are with the cost and value of a good/service
Term
Quality of Design
Definition
The quality of the specifications of the ideal product
Term
Quality of Conformance
Definition
The quality to which the actual product meets the specifications
Term
Availability
Definition
The continuity of service to a customer
Availability= Uptime/(Uptime+downtime)
Term
Reliability
Definition
The length of time a product can be used before it fails
Term
Maintainability
Definition
The ability for a failed product to be repaired or restored
Term
Field Service
Definition
Warranty and repair or replacement after being sold
Term
Service Quality
Definition
Quality of service, most commonly measured by SERVQUAL.
Term
Standards
Definition
Minimum levels of quality required for a specific product to be available to be sold
Term
Mistake-Proofing
Definition
Designing a production process to eliminate mistakes or make mistakes more easily caught when they occur.
Term
ISO 9000
Definition
Established in 1987. Standards that describe how a company should go about assuring quality. Must have a quality system in place, including procedures, policies, and training to provide quality that consistently meets customer requirements
Term
Deming
Definition
W. Edwards Deming. Emphasized role that management should play in quality improvement. Defined quality as continuous improvement of a stable system
Term
Juran
Definition
Joseph Juran. Originated idea of quality trilogy: planning, controlling, and improvement of quality.
Term
Baldridge Award
Definition
Product quality award given to at most 3 organizations in each of 6 categories: manufacturing, service, small business, health care, education, and nonprofit.
Term
Cost of Quality
Definition
Costs attributed to maintaining quality
Term
Control Costs
Definition
Costs attributed to removing defects from the product stream
Term
Failure Costs
Definition
Costs that come with the failure of a product such as repair/warranty cost, cost to dispose of broken product, etc.
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