| Appraisal costs: | the costs of inspection, testing, measuring, and other activities designed to ensure conformance of the product or service.
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| Best buy: | assumes, of necessity, a certain minimum measure of suitability but considers ultimate customer needs, cost and procurability, transportation, and disposal as well.
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| Common or chance causes of variation: | intrinsic to the process; will always be there unless the process is changed.
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| Continuous improvement: | sometimes called by its Japanese name, kaizen, refers to the relentless pursuit of product and process improvement through a series of small, progressive steps.
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| Cpk index: | adjusts the Cp for the effect of non-centered distribution.
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| External failure costs: | incurred when poor-quality goods or services are passed on to the customer and include costs of returns, warranty costs, and management time handling customer complaints.
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| Function: | the action(s) that an item or service is designed to perform.
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| Internal failure costs: | the costs incurred within the operating system as a result of poor quality.
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| Kaizen: | see continuous improvement.
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| Morale costs: | The motivation to work hard and well may be replaced by a "don't care" attitude.
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| Poka yoke: | foolproof, simple devices that permit inexpensive, rapid 100 percent inspection to ensure zero defects, for example, a three prong power cable connector that can only be inserted in the proper manner.
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| Prevention costs: | all activities that eliminate the occurrence of future defects.
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| Process capability: | when there are no special or assignable causes of variation, only common or chance causes, a process is capable of meeting specifications consistently; the process is in statistical control or stable and predictable.
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| Process Capability Index (Cp). | Combines process spread and tolerance into one index and indicates whether process variation is satisfactory.
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| Process control: | a key aspect of TQM; a method of monitoring a process using quality control charts to prevent defects.
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| Quality: | conformance to specifications; in the total quality management context, quality represents a combination of corporate philosophy and quality tools directed toward satisfying customer needs.
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| Quality control charts: | In processes using repetitive operations, the quality control chart The output can be measured by tracking a mean and dispersion. The (X-bar) chart is useful for charting the population means and the R chart the dispersion.
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| Quality function deployment (QFD): | an important aspect of TQM; it is a method for developing higher-quality new products at less cost and in less time.
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| Random sample: | every element in the population has an equal chance of being selected.
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| Reliability: | the mathematical probability that a product will function for a stipulated period of time.
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| Sample: | a small number of items, selected from a larger group or population of items, that is representative of the total population being tested; results of testing or inspecting the sample are used to accept or reject the entire batch or lot.
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| Sequential sample: | based on the cumulative effect of information that every additional item in the sample adds as it is inspected.
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| Single sourcing: | Supplier options exist, but the decision is made to source the entire requirement from only one supplier.
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| Six sigma (6σ): | an approach to quality that focuses on preventing defects by using data to reduce variation and waste; means there are no more than 3.4 defects per million opportunities.
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| Special or assignable causes of variation: | outside, nonrandom problems such as breakdown of machinery, material variation, or human error that must be identified and eliminated.
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| Statistical process control (SPC): | a technique that involves testing a random sample of output from a process in order to detect if nonrandom, assignable, changes in the process are occurring.
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| Suitability: | the ability of a material, good, or service to meet the intended functional use.
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| Supplier certification: | a process of evaluating and recognizing the quality performance of an organization's suppliers in order to reduce or eliminate incoming inspection.
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| Tolerance: | the allowable difference between a physical feature and its intended design.
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| Total quality management (TQM): | a philosophy and system of management focused on long-term success though customer satisfaction.
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| Upper and lower control limits: | Upper (UCL) and lower (LCL) control limits can be set so that operator action is required only when the process or machine starts to fall outside of its normal desirable operating range.
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| Upper specification limit (USL is the maximum acceptable level of output) and the lower specification limit (LSL) | is the minimum acceptable level of output. Design engineers establish the upper and lower specification limits based on a specific design function, independent of any process.
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