Exercise 1: Terms and Definitions

Each group will match the suitable definition of terms to their appropriate definitions.

Term Definition
policy Organization intentions and direction of an
organization as formally expressed by its top
management
Nonconformity Non-fulfilment of a requirement
Management Coordinated activities to direct and control
an organization
Traceability Ability to trace the history application or
location of an object
top management Person or group of people who directs and
controls an organization at the highest level
Performance Measurable result
Objective Result to be achieved
effectiveness Extent to which planned activities are
realized and planned results are achieved
customer satisfaction Customer’s perception of the degree to
which the customer’s expectations have been
fulfilled
Correction ( quick fix or immediate fix) Action to eliminate a detected nonconformity
statutory requirement Obligatory requirement specified by a
legislative body
Corrective action Action to eliminate the root cause of a
nonconformity and to prevent recurrence
Efficiency Relationship between the result achieved and
the resources used
Competence or competent person Ability to apply knowledge and skills to
7.2 b achieve intended result .
Preventative action ( experience or similar Action to eliminate the cause of a potential
problem occur) nonconformity or other potential undesirable
situation
Objective evidence Data supporting the existence or verity of
something
Quality assurance Part of quality management focused on
providing confidence that quality
requirements will be fulfilled
Risk Effect of uncertainty
continual improvement Recurring activity to enhance performance
Organization Person or group of people that has its own
functions with responsibilities authorities and
relationships to achieve its objectives
Quality planning Part of quality management focused on
setting quality objectives and specifying
necessary operational processes and related

Complaint
context of organization
Regulatory requirement
Process ( input – activity – output)
Interested party stakeholder
Measurement
Monitoring
resources to achieve the strategic quality
objectives
Customer dissatisfaction
Expression of dissatisfaction made to an
organization related to its product or service
or the complaints handling process itself
where a response or resolution is explicitly or
implicitly expected
Combination of internal and external issues
that can have an effect on an organization’s
approach to developing and achieving its
objectives.
Obligatory requirement specified by an
authority mandated by a legislative body
Set of interrelated or interacting activities
that use inputs to deliver an intended result
Person or organization that can affect be
affected by or perceive itself to be affected
by a decision or activity
Process to determine a value.
Process to determine a status.