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| A technique in which you repeatedly ask the question “Why?” to help peel away the layers of symptoms that can lead to the root cause of a problem. |
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| Decisions that determine if the products or services produced as part of the project will be accepted or rejected. |
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| The cost of evaluating processes and their outputs to ensure that a project is error-free or within an acceptable error range. |
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| A technique used to generate ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside the performing organization. |
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| Capability Maturity Model Integration (CMMI) |
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Definition
| A process improvement approach that provides organizations with the essential elements of effective processes. |
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| A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause |
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| A technique used to collect and analyze data; sometimes called a tally sheet or checklist. |
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| Delivering products that meet requirements and fitness for use. |
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| Conformance to requirements |
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| Project processes and products that meet written specifications. |
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| A graphic display of data that illustrates the results of a process over time. |
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| Taking responsibility for failures or not meeting quality expectations. |
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| The cost of conformance plus the cost of nonconformance. |
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| Any instance in which the product or service fails to meet customer requirements. |
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| A quality technique that helps identify which variables have the most influence on the overall outcome of a process. |
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| DMAIC (Define, Measure, Analyze, Improve, Control) |
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Definition
| A systematic, closed-loop process for continued improvement that is scientific and fact based. |
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| A cost related to all errors that are not detected and corrected before delivery to the customer. |
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| The special characteristics that appeal to users. |
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Definition
| A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause |
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| A product that can be used as it was intended. |
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| A graphic display of the logic and flow of processes that helps you analyze how problems occur and how processes can be improved. A diagram that shows how various elements of a system relate to each other. |
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| The degree to which a system performs its intended function. |
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| A bar graph of a distribution of variables. |
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| Testing that occurs between unit and system testing to test functionally grouped components and ensure that a subset or subsets of the entire system work together. |
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| A cost incurred to correct an identified defect before the customer receives the product |
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Definition
| A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause |
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| A quality system standard developed by the International Organization for Standardization (ISO) that includes a three-part, continuous cycle of planning, controlling, and documenting quality in an organization. |
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| The Japanese word for improvement or change for the better; an approach used for continuously improving quality in organizations. |
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| An approach for improving quality that involves evaluating processes to maximize customer value while minimizing waste. |
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| The ease of performing maintenance on a product. |
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| Malcolm Baldrige National Quality Award |
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Definition
| An award started in 1987 to recognize companies that have achieved a level of world-class competition through quality management. |
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Definition
| A framework for helping organizations improve their processes and systems. |
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| The average value of a population. |
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| Measurement and test equipment costs |
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Definition
| The capital cost of equipment used to perform prevention and appraisal activities. |
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| A standard of measurement. |
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| Identifying the vital few contributors that account for most quality problems in a system |
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| A histogram that helps identify and prioritize problem areas. |
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Definition
| How well a product or service performs the customer’s intended use. |
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Definition
| The cost of planning and executing a project so that it is error-free or within an acceptable error range. |
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Definition
| Adjustments made to correct or prevent further quality problems based on quality control measurements. |
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| Project quality management |
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Definition
| Ensuring that a project will satisfy the needs for which it was undertaken |
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Definition
| The totality of characteristics of an entity that bear on its ability to satisfy stated or implied needs or the degree to which a set of inherent characteristics fulfill requirements. |
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| Periodic evaluation of overall project performance to ensure that the project will satisfy the relevant quality standards. |
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| A structured review of specific quality management activities that helps identify lessons learned and that can improve performance on current or future projects. |
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Definition
| Groups of non-supervisors and work leaders in a single company department who volunteer to conduct group studies on how to improve the effectiveness of work in their department. |
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Definition
| Monitoring specific project results to ensure that they comply with the relevant quality standards and identifying ways to improve overall quality. |
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| The ability of a product or service to perform as expected under normal conditions. |
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Definition
| Action taken to bring rejected items into compliance with product requirements, specifications, or other stakeholder expectations |
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| Methods that focus on eliminating defects by substituting scientific inquiry for trial-and-error methods. |
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Definition
| A chart that displays the history and pattern of variation of a process over time. |
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Definition
| A diagram that helps to show if there is a relationship between two variables; sometimes called XY charts. |
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Definition
| If seven data points in a row on a quality control chart are all below the mean, above the mean, or are all increasing or decreasing, then the process needs to be examined for nonrandom problems. |
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Definition
| A measure of quality control equal to 1 fault in 1 million opportunities. |
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Definition
| A comprehensive and flexible system for achieving, sustaining, and maximizing business success that is uniquely driven by close understanding of customer needs, disciplined use of facts, data, and statistical analysis, and diligent attention to managing, improving, and reinventing business processes. |
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Definition
| Anything that must be changed before delivery of the program |
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| Software Quality Function Deployment (SQFD) mode |
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Definition
| A maturity model that focuses on defining user requirements and planning software projects. |
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Definition
| A measure of how much variation exists in a distribution of data. |
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Definition
| Choosing part of a population of interest for inspection. |
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| The screens and reports the system generates. |
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| Testing the entire system as one entity to ensure that it is working properly. |
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Definition
| A test of each individual component (often a program) to ensure that it is as defect-free as possible. |
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Definition
| An independent test performed by end users prior to accepting the delivered system. |
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| The number of units handled correctly through the development process. |
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