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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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