24 - Developing Effective operations: Quality Flashcards
Quality standards
The expectations of customers expressed in terms of the minimum acceptable production or service standards.
Quality product
A product or service that meets customers’ expectations and is therefore ‘fit for purpose’.
Quality control
This is based on inspection of the product or a sample of products.
Quality assurance
This a system of agreeing and meeting quality standards at each stage of production to ensure consumer satisfaction.
ISO 9000
An internationally recognised certificate that acknowledges the existence of a quality procedure that meets certain conditions.
Total quality management (TQM)
An approach to quality that aims to involve all employees in the quality improvement process.
Internal customers
People within the organisation who depend upon the quality of work being done by others.
