freequality.orgglossary.docVIP

FreeQuality.Org Glossary by S. Thomas Foster, Jr., PhD from Managing Quality: An Integrative Approach (Courtesy of Prentice Hall) This is searchable if you use the “find” function in MS Word. acceptable quality level (AQL)?The maximum percentage or proportion of nonconformities in a lot or batch that can be considered satisfactory as a process average. acceptance sampling?Statistical quality control technique used in deciding to accept or reject a shipment of input or output. active data gathering?A method for gathering data that involves approaching respondents to get information. actively solicited customer feedback?Proactive methods for obtaining customer feedback such as calling customers on the telephone or inviting customers to participate in focus groups. activity network diagram?Also knows as a PERT diagram, an activity network diagram is a tool used in controlling projects. aesthetics?A dimension of quality that refers to subjective sensory characteristics such as taste, sound, look, and smell. affinity diagram?A tool that is used to help groups identify the common themes that are associated with a particular problem. alignment?Term that refers to optimal coordination among disparate departments and divisions within a firm. andon?A Japanese term that refers to the warning lights on an assembly line that light up when a defect occurs. When the lights go on, the assembly line is usually stopped until the problem is diagnosed and corrected. annuity relationship?This occurs when a business receives many repeat purchases from a customer. The income is received steadily over time from a single customer. appraisal costs?Expenses associated with the direct costs of measuring quality. assurance?A dimension of service quality that refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence. attribute?A binomial state of being. attrition?The practice of not hiring new employees to replace older employees who either qu