Key Terms
total quality management (TQM) 162
customer-defined quality 162
conformance to specifications 163
fitness for use 163
value for price paid 163
support services 163
psychological criteria 163
prevention costs 165
appraisal costs 165
internal failure costs 165
external failure costs 165
Walter A. Shewhart 167
W. Edwards Deming 167
Joseph M. Juran 168
Armand V. Feigenbaum 169
Philip B. Crosby 169
Kaoru Ishikawa 169
Genichi Taguchi 170
robust design 170
Taguchi loss function 170
continuous improvement 171
kaizen 172
plan–do–study–act (PDSA) cycle 172
benchmarking 173
quality circle 173
cause-and-effect diagram 174
flowchart 174
checklist 175
control charts 176
scatter diagrams 176
Pareto analysis 177
histogram 177
quality function deployment (QFD) 177
reliability 180
quality at the source 182
Malcolm Baldrige National Quality Award 183
Deming Prize 184
ISO 9000 184
ISO 14000 185
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