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The satisfaction of a customer's expectations at an
By using specifications to manage customer's expectations
and to control internal operations.
A description of a process, product or service using
characteristics that can be measured and that are
relevant to the intended purpose.
specification the same as a standard?
Standards are specifications which have been agreed on a
national, regional, or international basis and have some
definitions of terms:
The totality of the characteristics of an entity that
bear on its ability to satisfy stated or implied needs.
The overall intentions and directions of an organization
with regard to quality.
That aspect of the management function that determines
and implements the quality policy.
The organizational structure, responsibilities,
procedures, processes and resources for implementing
The operational techniques and actions used to fulfill
the requirements for quality.
All those planned actions to provide confidence for the
customer that a product or service satisfies the
requirements for quality.
A feature of a product of service described in a
specification and capable of measurement.
The departure of a quality characteristic from its
specified value that results in a product or service not
satisfying its normal usage requirements.
A product or service that contains one or more defects.