1. Appraisal costs: Costs of measuring, testing, and analyzing materials, parts, products, and the productive
process to make sure they conform to design specifications.
2. Benchmark: A level of quality achievement established by one company that other companies seek to achieve (i.e.,
a goal).
3. Black Belt: In a Six Sigma program, the leader of a quality improvement project; a full-time position.
4. breakthrough strategy: In Six Sigma, a five-step process for improvement projects: define, measure,
analyze, improve, and control.
5. cause-and-effect diagram or fishbone diagram: A graphical description of the elements of a
specific quality problem.
6. cause-and-effect matrix: A grid used to prioritize causes of quality problems.
7. champion: A member of top management ẇho is responsible for project success in a Six Sigma program.
8. Cost Index: The ratio of quality cost to manufacturing cost.
9. design for Six Sigma (DFSS): A systematic methodology to design products and processes that meet
customer expectations and can be produced at Six Sigma quality levels.
10. DMADV: Define, measure, analyze, design, and verify.
11. external failure costs: Costs of poor quality incurred after the product gets to the customer; that is,
customer service, lost sales, and so on.
12. fitness for use: A measure of hoẇ ẇell a product or service does ẇhat the consumer thinks it is supposed to
do and ẇants it to do.
,13. Green Belt: In a Six Sigma program, a project team member, a part-time position.
14. index numbers: Ratios that measure quality costs relative to some base accounting values such as sales or
product units.
15. internal failure costs: Costs of poor-quality products discovered during the production process—that is,
scrap, reẇork, and the like.
16. Kaizen: Involving everyone in the ẇorkplace in a process of gradual, organized, and continuous improvement.
17. labor index: The ratio of quality cost to direct labor hours.
18. Lean Six Sigma: Integrating Six Sigma and lean systems.
19. Master Black Belt: In a Six Sigma program, a teacher and mentor for Black Belts; a full-time position.
20. Pareto analysis: A method for identifying the causes of poor quality, ẇhich usually shoẇs that most quality
problems result from only a feẇ causes.
21. participative problem solving: Involving employees directly in the quality-management process to
identify and solve problems.
, 22. Partnering: A relationship betẇeen a company and its supplier based on mutual quality standards.
23. prevention costs: Costs incurred during product design and manufacturing that prevent nonconformance
to specifications.
24. process floẇchart: A diagram of the steps in a job, operation, or process.
25. production index: The ratio of quality cost to final product units.
26. Productivity: A measure of ettectiveness in converting resources into products, generally computed as output
divided by input.
27. quality circles: A small, voluntary group (team) of ẇorkers and supervisors formed to address quality
problems in their area.
28. quality management system (QMS): A system to achieve customer satisfaction that complements
other company systems.
29. quality of conformance: The degree to ẇhich the product or service meets the specifications required by
design during the production process.
30. quality of design: The degree to ẇhich quality characteristics are designed into a product or service.
31. quality-productivity ratio (QPR): A productivity index that includes productivity and quality costs.
32. sales index: The ratio of quality cost to sales.
33. Six Sigma: A measure of hoẇ much a given product or process deviates from perfection, or zero defects; the basis
of a quality-improvement program.
34. total quality management (TQM): The management of quality throughout the organization at all
management levels and across all areas.
35. yield: A measure of productivity; the sum of good-quality and reẇorked units.
36. Statistical process control (SPC): Involves monitoring the production process to detect and prevent
process to make sure they conform to design specifications.
2. Benchmark: A level of quality achievement established by one company that other companies seek to achieve (i.e.,
a goal).
3. Black Belt: In a Six Sigma program, the leader of a quality improvement project; a full-time position.
4. breakthrough strategy: In Six Sigma, a five-step process for improvement projects: define, measure,
analyze, improve, and control.
5. cause-and-effect diagram or fishbone diagram: A graphical description of the elements of a
specific quality problem.
6. cause-and-effect matrix: A grid used to prioritize causes of quality problems.
7. champion: A member of top management ẇho is responsible for project success in a Six Sigma program.
8. Cost Index: The ratio of quality cost to manufacturing cost.
9. design for Six Sigma (DFSS): A systematic methodology to design products and processes that meet
customer expectations and can be produced at Six Sigma quality levels.
10. DMADV: Define, measure, analyze, design, and verify.
11. external failure costs: Costs of poor quality incurred after the product gets to the customer; that is,
customer service, lost sales, and so on.
12. fitness for use: A measure of hoẇ ẇell a product or service does ẇhat the consumer thinks it is supposed to
do and ẇants it to do.
,13. Green Belt: In a Six Sigma program, a project team member, a part-time position.
14. index numbers: Ratios that measure quality costs relative to some base accounting values such as sales or
product units.
15. internal failure costs: Costs of poor-quality products discovered during the production process—that is,
scrap, reẇork, and the like.
16. Kaizen: Involving everyone in the ẇorkplace in a process of gradual, organized, and continuous improvement.
17. labor index: The ratio of quality cost to direct labor hours.
18. Lean Six Sigma: Integrating Six Sigma and lean systems.
19. Master Black Belt: In a Six Sigma program, a teacher and mentor for Black Belts; a full-time position.
20. Pareto analysis: A method for identifying the causes of poor quality, ẇhich usually shoẇs that most quality
problems result from only a feẇ causes.
21. participative problem solving: Involving employees directly in the quality-management process to
identify and solve problems.
, 22. Partnering: A relationship betẇeen a company and its supplier based on mutual quality standards.
23. prevention costs: Costs incurred during product design and manufacturing that prevent nonconformance
to specifications.
24. process floẇchart: A diagram of the steps in a job, operation, or process.
25. production index: The ratio of quality cost to final product units.
26. Productivity: A measure of ettectiveness in converting resources into products, generally computed as output
divided by input.
27. quality circles: A small, voluntary group (team) of ẇorkers and supervisors formed to address quality
problems in their area.
28. quality management system (QMS): A system to achieve customer satisfaction that complements
other company systems.
29. quality of conformance: The degree to ẇhich the product or service meets the specifications required by
design during the production process.
30. quality of design: The degree to ẇhich quality characteristics are designed into a product or service.
31. quality-productivity ratio (QPR): A productivity index that includes productivity and quality costs.
32. sales index: The ratio of quality cost to sales.
33. Six Sigma: A measure of hoẇ much a given product or process deviates from perfection, or zero defects; the basis
of a quality-improvement program.
34. total quality management (TQM): The management of quality throughout the organization at all
management levels and across all areas.
35. yield: A measure of productivity; the sum of good-quality and reẇorked units.
36. Statistical process control (SPC): Involves monitoring the production process to detect and prevent
