Page 1 of Glossary of Quality

Acceptable Quality Level (AQL): The maximum percentage or proportion of nonconformities in a lot or batch that can be considered satisfactory as a pro­cess average.

Acceptance Sampling: Statistical Quality Control Technique used in deciding to accept or reject a shipment of input or output.

Active Data Gathering: A method for gathering data that involves approaching respondents to get information.

Actively Solicited Customer Feedback: Proactive methods for obtaining customer feedback such as calling customers on the telephone or inviting customers to participate in focus groups.

Activity Network Diagram: Also knows as a PERT diagram, an activity network diagram is a tool used in controlling projects.

Aesthetics: A dimension of quality that refers to subjective sensory characteristics such as taste, sound, look, and smell.

Affinity Diagram: A tool that is used to help groups identify the common themes that are associated with a particular problem.

Alignment: Term that refers to optimal coordination among disparate departments and divisions within a firm.

Andon: A Japanese term that refers to the warning lights on an assembly line that light up when a defect occurs. When the lights go on, the assembly line is usually stopped until the problem is diagnosed and corrected.

Annuity Relationship: This occurs when a business receives many repeat purchases from a customer. The income is received steadily over time from a single customer.

Appraisal Costs: Expenses associated with the direct costs of measuring quality.

Assurance: A dimension of service quality that refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

Attribute: A binomial state of being.

Attrition: The practice of not hiring new employees to replace older employees who either quit or retire.

Award Audits: Site visits relating to award programs.