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7 Cards in this Set
- Front
- Back
- 3rd side (hint)
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What is the basic concept behind quality management?
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Customer Satisfaction
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This is the Management of Quality, what is used to manage quality
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What are the three most common measures of customer satisfaction in regards to total quality management?
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sales returns, warranty costs, customer complaints
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Give examples of measures that are NOT measures of customer satisfaction.
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time required to product the product, design costs, testing costs
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What is the definition of "Quality?"
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How well an item meets its DESIGN specifications
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What is the term for the DEGREE to which an item meets its design specifications and or customer expections?
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Quality of Conformance
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Degree
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Define the term for the costs incurred by an organization to ensure a high quality of performance.
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Costs of Quality
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What are the four costs of quality?
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Prevention, appraisal, internal failure, external failure
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