QUESTIONS ANSWERS

1. It is a group of people who are meeting on a daily basis. Stakeholders

2. It is a set of functions or activities within an organization that work together System
for the aim of the organization
3.It is the totality of features and characteristics of a product or service that Quality
bears on its ability to satisfy given needs.
4. It is the degree to which characteristics match standards Conformance
5. They have the authority to make decisions. Empowerment
6. It is probability of operating for specific time and conditions of use. Reliability
7. The amount of use before deterioration or replacement. Durability
8. It is an integrated approach to organizational performance management Performance
that results in delivery of ever-improving value to customer and stakeholder excellence
contributing to organizational sustainability, improvement of overall
organizational effectiveness and capabilities, and organizational and personal
learning.
9. Weve made dependence on the quality of our technology a part of life. Joseph Duran
10. It is the responsibility of the top management, where senior leaders Leadership
should be role models for the entire organization
11. It is a sequence of activities that is intended to achieve some result. Process
12. These are tools and approaches that help managers and employees Techniques
make the practices effective.

13. Any individual, group, or corporation that owns one or more shares in a Shareholder
companys stock.
14.One who acquires goods and services Consumers
15. They are the principal judge of quality. Customers
16. Are activities by which the principles are implemented Practices
17. A companys success depends increasingly on the knowledge, skills and Involvement of
motivation of its workforce. people
18. Promotes worldwide proprietary, industrial and commercial An ISO
independent, non-governmental organization, which standards.

19. It is a disciplined, data-driven approach and methodology for eliminating Six Sigma
defects (driving toward six standard deviations between the mean and the
nearest specification limit) in any process from manufacturing to
transactional and from product to service.
20. Are services delivered in the same fashion for every customer; and every Consistency
time for the same customer.
21. Is a sequence of activities that is intended to achieve some result. Process Approach

22. They have a portion or part of ownership in a particular company. Shareholders

23. Enhancing value to the customer through new and improved products and Continual
services. Improvement
24. The foundation of philosophy Principles
25. Will a service be performed when promise Timeliness

26. Speed, courtesy, and competence of repair Serviceability

27. It means that all resources will not be consumed for the use of the next Sustainability
generation
28. Defined as any primary or complementary activity that does not directly Service
produce a physical product.
Effectiveness
29. It is producing the result you wanted and performed as what it is expected
to.
Importance of
30.The buzzword among business in 1980s and 1990s
quality