Quality

Quality is the ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations.

Definition

According to Management by Robbins and Coulter (14th edition),

Quality. The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations.

Main concepts

• Acceptance sampling.
• Aesthetics.
• After-sale service.
• Assurance.
• Common cause variation.
• Concurrent engineering.
• Conformance.
• Contingency theory.
• Core processes.
• Core values.
• Customer relationship management (CRM).
• Define, measure, analyze, improve, and control (DMAIC).
• Design of experiments (DOE).
• Downstream.
• Durability.
• Electronic data interchange (EDI).
• Empathy.
• Employee empowerment.
• Features.
• Inbound logistics.
• Global sourcing.
• ISO 9000.
• Job analysis.
• Law of diminishing marginal returns.
• Life testing.
• Mission.
• Organic organization.
• Organizational design.
• Outbound logistics.
• Perceived quality.
• Performance.
• Product design engineering.
• Quality assurance.
• Quality control.
• Quality dimensions.
• Quality management.
• Redundancy.
• Reliability.
• Responsiveness.
• Selection.
• Service reliability.
• Serviceability.
• Six Sigma.
• Special cause variation.
• Statistical process control (SPC).
• Strategy.
• Supplier development.
• Supplier filters.
• Supplier qualification.
• Supply chain.
• Systems view.
• Tangibles.
• 360-degree evaluation.
• Three spheres of quality.
• Upstream.
• Value-added.
• Value stream mapping.