MGC1 Chapter 5

is an integrated organizational effort designed to improve quality at every level

meeting qualityexpectations as defined by the customer

measures how well the product or servicemeets the targets and tolerances determined by its designers

focuses on how well the product performs its intended functionor use

is a definition of quality that consumers often use for product or service usefulness.

is provided are often how the quality of a product or service is judged.

defining quality that focuses on judgmental evaluations of what constitutes product or service excellence.

the degree to which a product characteristic meets preset standards

are all costs incurred in the process of preventing poor quality from occurring.

are incurred in the process of uncovering defects.

are associated with discovering poor product quality before the product reaches the customer site.

are associated with quality problems that occur at the customer site

Studying the business practices of other companies for purposes of comparison

A team of volunteer production employees and their supervisors who meet regularly to solve quality problems.

Charts used to evaluate whether a process is operating within set expectations.

graphs that show how twovariables are related to eachothe

is a technique used to identify quality problems based on their degree of importance.

is a chart that shows the frequency distribution of observed values of a variable.

A tool used to translate the preferences of the customer into specific technical requirements.

A Japanese award given to companies to recognize efforts in quality improvement.

A set of international quality standards and a certification demonstrating that companies have met all the standards specified.

• An award given annually to companies that demonstrate quality excellence and establish best-practice standards in industry.
• categories
• leadership
• strategic planning
• Customer & market focus
• Information & analysis 
• human resource focus
• process management
• business results

A set of international standards and a certification focusing on a company’s environmental responsibility