| acceptable quality level (AQL) | In acceptance sampling, it identifies the quality level required in order for lots to be considered to be good. See acceptance sampling.
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| acceptance sampling | Extracting a sample group from a large quantity of products or components of interest. Also known as a “lot,” and, based on the quality level of the sample group, the entire lot is either god or bad.
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| assignable cause variability | Variability in process outcomes that results from special causes that are not part of the inherent random fluctuation of the process and indicate that something in the process has changed.
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| attribute | A product or service characteristic that can be classified as either conforming or not conforming to specifications.
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| C-chart | A process control chart used to monitor counts of nonconformities per unit.
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| capability index | A measure of process capability.
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| cause and effect diagram | A tool used to aid in the identification of root causes or quality problems.
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| check sheet | A quality analysis tool used to tally occurrences of interest.
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| common cause variability | Variability in process outcomes that results from the inherent random fluctuation of the process.
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| consumer’s risk | In acceptance sampling, the probability of accepting a bad lot, designated as β.
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| control limits | In a process control chart, these are typically three standard deviations above and below the process mean.
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| customer relationship management (CRM) | Systems designed to improve relationships with customers and improve the business’s ability to identify valuable customers. They include call center management software, sales tracking, and customer service.
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| experience detractors | In moment-of-truth analysis, when an experience viewed by the customer is viewed as a detractor or as something that signifies a reduction in the quality of service.
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| experience enhancers | In moment-of-truth analysis, these are experiences that make the customer feel good about the interaction and make the interaction better.
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| histogram | A bar graph that plots a measurement on the y axis and the frequency of the occurrence of the measurement on the x axis.
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| lot tolerance percent defective (LTPD) | In acceptance sampling, the level of quality in the lot that would be unacceptable to the customer. See acceptance sampling.
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| moment-of-truth analysis | The identification of the critical instances when a customer judges service quality and determines the experience enhancers, standard expectations, and experience detractors.
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| operating characteristics (OC) curve | Used in the development of acceptance sampling plans, this is a graph that demonstrates how well the plan discriminates between good and bad quality by showing the probability of accepting a lot of LTPD quality (a bad lot) and the probability of rejecting a lot of AQL quality (a good lot).
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| P-chart | A process control chart used to monitor the percent defective in a sample.
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| Pareto analysis | A process used to separate the relatively few important problems from the many unimportant ones.
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| Pareto chart | A bar graph used to categorize data and help establish priorities.
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| process capability | The ability of a process to consistently meet customer expectations, demonstrated by the control limits being within the customer specifications.
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| producer’s risk | In acceptance sampling, this is the probability of rejecting a good lot, indicated by α.
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| R-chart | A process control chart used to monitor sample ranges.
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| recovery plan | Policies for how employees are to deal with quality failures so that customers will return.
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| robust design | Designing products and services so that they perform over a wide range of conditions.
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| run chart | A plot of a variable of interest on the y axis and time on the x axis.
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| scatter diagram | A chart that seeks to identify relationships between variables by plotting one variable on the x axis and another on the y axis.
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| standard expectation | In moment-of-truth analysis, these are experiences that are expected and taken for granted by customers.
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| statistical process control | A preventive approach to managing quality by monitoring processes in a way that identifies potential problems before defects are even created.
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| statistical process control chart | A specific type of run chart used to plot measurements or test outcomes against time and distinguish between variability caused by random fluctuation and variability that has an assignable cause.
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| X-bar chart | A process control chart that is used to monitor the sample means of variables that result from a process.
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