Across
- 1. delight creating positive surprise beyond customer expectations
- 6. ease and speed of repairing a product
- 8. no longer useful due to age or newer alternatives
- 10. first time making a product correctly on the first attempt
- 11. defects aiming to produce products with no flaws
- 12. quality the impression of quality based on customer perception
- 13. and feel the physical appearance and tactile experience of a product
- 14. repairing or correcting a faulty product
- 17. the visual appeal or style of a product
- 22. how well something functions under normal use
- 25. specific characteristics or functions of a product
- 26. to specification products matching detailed design or technical requirements
- 27. for money the balance between cost and quality for the customer
Down
- 1. being uniform and reliable over time
- 2. involvement engaging staff at all levels in quality improvement
- 3. maintenance or support provided with a product
- 4. meeting set standards or rules
- 5. the ability of a product to perform without failure
- 6. customer needs providing products or services that meet buyer demands
- 7. of variation reducing differences or defects in a process
- 9. failures or stoppages in product function
- 15. hopes or assumptions about a product or service
- 16. approval positive feedback or agreement from users
- 18. Quality Management an organization-wide approach focused on long-term quality
- 19. expectations what buyers assume or hope the product/service will provide
- 20. imperfections that make a product unsatisfactory
- 21. errors or flaws in a product or system
- 23. durability the length of time a product performs before wearing out
- 24. to go beyond expectations or requirements