GROUP 1 CHAPTER 2

DEFINITION
QUALITY quality is "meeting or exceeding customer
expectations." the basic character or nature of something

character with respect to grade of excellence or fineness

QUALITY CONTROL
a system of maintaining standards in manufactured products by testing a sample of the output against the specification.

is a procedure or set of procedures intended to ensure that a manufactured product or performed service adheres to a defined set of quality criteria or meets the requirements of the client or customer.

QUALITY ASSURANCE
the maintenance of a desired level of quality in a service or product, esp. by means of attention to every stage of the process of delivery or production as a procedure or set of procedures intended to ensure that a product or service under development (before work is complete, as opposed to afterwards) meets specified requirements.

a program for the systematic monitoring and evaluation of the various aspects of a project, service, or facility to ensure that standards of quality are being met the activity of checking goods or services to make sure that they are good

TOTAL QUALITY CONTROL/ MANAGEMENT

Total quality management (TQM) consists of organization-wide efforts to install and make permanent a climate in which an organization continuously improves its ability to deliver highquality products and services to customers TQM efforts typically draw heavily on the previously-developed tools and techniques of quality control