Term
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Definition
| Failure of a process or product to meet customer requirements |
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Term
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Definition
| The expression of wants and needs by customers that drive customer satisfaction |
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Term
| Customer specific products |
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Definition
| Products/services where customer specifies exactly what is required |
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Term
| Producer specified products |
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Definition
| Products/services provided to a wider audience, expectations more variable |
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Term
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Definition
| Requirements not known to customer-unspoken needs |
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Term
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Definition
Identify
Gather
Sort
Develop
Translate |
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Term
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Definition
| Feedback is not solicited-complaints, warranties |
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Term
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Definition
| Info generated through customer queries |
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Term
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Definition
-Reflects multiple dimensions of quality and customer satisfaction
-Expectations shift over time |
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Term
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Definition
-Dissatisfiers
-Presence doesn't increase satisfaction but absence dissatisfies |
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Term
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Definition
-Satisfiers
-Increasing these features > satisfaction |
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Term
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Definition
-Delighter
-Presence of unexpected features leads to delight or pleasant surprises |
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Term
| What could excitement features evolve into? |
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Definition
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Term
| What's a population survey? |
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Definition
-Complete set of every individual within a defined area
-ALL birds in yard, all birds in town |
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Term
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Definition
| Subset of a given population |
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Term
| What is a stratification survey? |
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Definition
| Dividing population into subgroups (Strata) based on same characteristics (age, occupation) |
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Term
| What is a sampling frame? |
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Definition
| Defines the group of individuals that will be sampled |
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Term
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Definition
| Conveys degree of uncertainty about the results of a sample survey |
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Term
| What are the 2 types of margin of error |
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Definition
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Term
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Definition
| when people don't understand, decline or lie |
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Term
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Definition
| laws of probability, people are different |
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Term
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Definition
| Gathers large amounts of language data and organizes them into groups based on natural relationships (affinity) |
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Term
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Definition
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Term
| What does a CTQC diagram do? |
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Definition
| moves the "whats" to "hows" |
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Term
| What is the flow of steps in the CTQC diagram |
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Definition
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Term
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Definition
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Term
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Definition
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Term
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Definition
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Term
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Definition
| general and hard to measure |
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Term
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Definition
| specific and easy to measure |
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Term
| what are drivers when a need is good room service? |
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Definition
-good delivery
-delivered hot and fresh
-good selection |
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Term
| What are CTQs of these drivers? |
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Definition
-good delivery
-fast-30 min max
-polite-smile
-fresh and hot
-120 degree minimum
-no wilted greens
-good selection
-full wine list
-kids meals |
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Term
| What is an operational objective? |
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Definition
| Clear and observable standard of acceptance |
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Term
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Definition
| The key quality characteristics standard that test results will be evaluated on |
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Term
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Definition
| Procedure to measure key quality characteristic |
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Term
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Definition
| Determine if test results met criterion |
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Term
| What is VOC as specifications |
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Definition
| Are guidelines to satisfaction. set to a point where customer satisfaction starts to decrease significantly below the target |
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