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| A variable quality that defines how satisfied customers are with the cost and value of a good/service |
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| The quality of the specifications of the ideal product |
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| The quality to which the actual product meets the specifications |
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The continuity of service to a customer
Availability= Uptime/(Uptime+downtime) |
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| The length of time a product can be used before it fails |
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| The ability for a failed product to be repaired or restored |
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| Warranty and repair or replacement after being sold |
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| Quality of service, most commonly measured by SERVQUAL. |
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| Minimum levels of quality required for a specific product to be available to be sold |
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| Designing a production process to eliminate mistakes or make mistakes more easily caught when they occur. |
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| 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 |
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| W. Edwards Deming. Emphasized role that management should play in quality improvement. Defined quality as continuous improvement of a stable system |
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| Joseph Juran. Originated idea of quality trilogy: planning, controlling, and improvement of quality. |
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| Product quality award given to at most 3 organizations in each of 6 categories: manufacturing, service, small business, health care, education, and nonprofit. |
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| Costs attributed to maintaining quality |
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| Costs attributed to removing defects from the product stream |
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| 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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