Quality Management Chapter 7 Flashcards

The degree to which a product does what consumers expect it to do.

The degree of excellence in a company's products or services.

<p>The use of statistics to isolate and quantify production line problems.</p> Signup and view all the answers

<p>How often a customer purchases a particular brand.</p> Signup and view all the answers

<p>Quality that results from a change that makes an existing standard obsolete.</p> Signup and view all the answers

<p>Objective assessment of quality.</p> Signup and view all the answers

<p>The percentage of customers who switch to another brand or supplier.</p> Signup and view all the answers

<p>An ongoing survey of customers to obtain continuous estimates of satisfaction.</p> Signup and view all the answers

<p>Ratings provided by testing agencies that compare purchase and/or performance satisfaction.</p> Signup and view all the answers

<p>The amount of money required to produce a specific amount of sales.</p> Signup and view all the answers

<p>A customer's positive, neutral, or negative feeling about the value received.</p> Signup and view all the answers

<p>A program designed to raise quality awareness and practice among U.S. businesses.</p> Signup and view all the answers

<p>Consumer beliefs about the performance of a product based on prior experience.</p> Signup and view all the answers

<p>Quality that results when individuals or organizations perfect an accepted practice.</p> Signup and view all the answers

<p>The amount of profit a company expects to obtain over the course of a customer relationship.</p> Signup and view all the answers

<p>It refers to the degree of excellence.</p> Signup and view all the answers

<p>cost structure</p> Signup and view all the answers

<p>Static quality.</p> Signup and view all the answers

<p>They receive poor treatment</p> Signup and view all the answers

<p>It affects static quality</p> Signup and view all the answers