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| can only be determined by the customer; a relative concept that varies from one customer to another |
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| determined before a product is produced; determined by market research, the design concept, and specifications; usually the primary responsibility of a cross-functional product design team |
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| producing a product to meet the specifications |
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| the continuity of service to the customer; a product is available if it is in an operational state, and not down for repairs or maintenance; uptime/uptime + downtime; MTBF/MTBF+MTTR |
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| the length of time a product can be used before it fails; probability that a product will function for a specified period of time without failure |
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| the restoration of a product or service once it has failed; |
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| the last dimension of quality; represents warranty and repair or replacement of the product after it has been sold; also called customer service, sales service, or just service; intangible because it is related to variables such as promptness, competence, and integrity |
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| has dimensions of the facilitating good, tangible (explicit) service, and psychological (implicit) service, |
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| describe the amount of quality required on each attribute; usually these standards are stated as tolerances or minimum and maximum acceptable limits; desired targets |
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| designing the product and process so that it is impossible or making mistakes easily identifiable when they do occur |
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| emphasized the role that management should take in quality improvement; defined quality as a continuous improvement of a stable system; this definition emphasizes that all systems (administrative, design, production, and sales) must be stable in a statistical sense and there should be continuous improvement of the various systems to reduce variation and better meet customers' needs |
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| originated the idea of the quality trilogy: planning, control and improvement of quality |
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| major approach that companies use to ensure quality |
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| promotes better quality management practices and improved quality results by American industry; given to at most 3 organizations in each of the 6 categories: manufacturing, service, small business, health care, education, and nonprofit |
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| includes prevention, appraisal, internal failure, and external failure categories; can be divided into two components: control costs and failure costs |
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| related to activities that remove defects from the production stream; can be done in two was: by prevention and by appraisal |
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| incurred either during the production process (internal) or after the product is shipped (external) |
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