Quality Management Methods Which definition used for quality evaluates how well a product performs its intended function? Fitness for use Additional Terms: Support services - how the quality of a product or service is judged Value for price paid - definition of quality that consumers often use for product or service usefulness Psychological criteria - objective definition that focuses on the judgmental evaluation of what constitutes product or service quality. Different factors contribute to the evaluation, such as the atmosphere of the environment or the perceived prestige of the product. Which total quality management (TQM) process was developed to stress management’s responsibility for quality? 14 points for quality improvement Additional Terms: Statistical quality control (SQC) - set of statistical tools that identify quality problems during the production process which includes descriptive statistics (describe characteristics and relationships and includes mean, standard deviation, range and measure of the distribution data – basically describes quality), statistical process control (SPC) (involves inspecting a random sample of the output from a process and deciding whether the process is producing products with characteristics that fall within a predetermined range. SPC answers the question of whether or not the process is functioning properly) and acceptance sampling (The process of randomly inspecting a sample of goods and deciding whether to accept the entire lot based on the results). Product design quality – Mean - average Range - difference between largest and smallest observations in date set Standard deviation - measures the amount of data dispersion around the mean. Quality Control Chart - graph that shows whether a sample of data falls within the common or normal range of variation Out of control - The situation in which a plot of data falls outside preset control limits. Which total quality management (TQM) process consists of 13 published standards and guidelines? ISO 9000 Additional Terms: ISO 9000 - 2008, Quality Management Systems—Fundamentals and Standards: Provides the terminology and definitions used in the standards. It is the starting point for understanding the system of standards.