Terms and Definitions:

1. Quality of Design – all about set characteristics that the product or service must
minimally have to satisfy the requirements of the customer based on market
research.
2. Quality of Conformance – is basically meeting the standards or user-based
characteristics defined in the design phase after the product is manufactured or
while the service is delivered
3. Quality of Performance – is how sound the product functions or service
performs when put to use.
4. Customer – anyone who receives the organization’s products/services.
5. Customer feedback – ensures that organizational quality management is a
constant concern.
6. Cost of Quality – a method that permits an organization to decide on the level to
which its resources are used for activities that avoid poor quality, that assess the
quality of the organization’s products/services, and that result from internal and
external failures.
7. Prevention Costs – are incurred to prevent or avoid failure problems.
8. Quality planning – drawing of plans for quality, reliability, operations, production
and inspections.
9. Appraisal Costs – associated with measuring and monitoring activities related to
quality standards and performance requirements.
10. Verification – checking of inward bound material, process setup and products
against contracted specifications.
11. Quality audits – confirmation that the quality system is operating properly.
12. Supplier rating – appraisal and endorsement of suppliers of products/services.
13. Internal failure costs – are acquired to treat defects revealed earlier when the
product/service is delivered to the customer.
14. Scrap – faulty product or material that cannot be repaired, used, or sold.
15. Rework or rectification – improvement of flawed material or errors.
16. Total Quality Management – an all-inclusive and well thought-out means to
organizational management that searches to advance the quality of processes,
products, services, and culture through continuing minor changes in reply to
constant feedback.
17. Foundation – where the entire process of total quality management is built.
18. Ethics – a combination of written and unwritten codes of principles that govern
decisions and actions within a company,
19. Integrity – consistency of actions, values, methods, measures, principles,
expectations, and outcomes at workplace.
20. Trust – relationship based on reliance.
21. Leadership – raising the aspiration of followers and enthusing people with a
desire to reach the goals.
22. Teamwork – team members ought to help each other to find a solution and put
into place.
23. Training – enables employees to implement TQM effectively.
24. Binding Mortar – binds all the elements together.
25. Downward communication – flow of information takes place from the
management to the employees.
26. Upward communication – flow of information takes place from the lower-level
employees to the top-level management.
27. Sideways/Lateral communication – communication that takes place between
various departments.
28. Recognition – drives employees to work hard as a team and deliver their lever
best.
29. Quality-focused management – predicated on the quality of the product and
the satisfaction of the customer.
30. Reengineering (Business Process Reengineering) – a complete rethinking
and transformation of key business processes, leading to a strong horizontal
coordination and greater flexibility in responding to changes in environment.