【正文】 d with nonnormal distributions and attributes data where the normal approximation to the binomial distribution does not apply. This is referred to as analysis of means for treatment effects. Analysis of variance (ANOVA): A basic statistical technique for analyzing experimental data. It subdivides the total variation of a data set into meaningful ponent parts associated with specific sources of variation in order to test a hypothesis on the parameters of the model or to estimate variance ponents. There are three models: fixed, random and mixed. Appraisal cost: The cost involved in ensuring an organization is continually striving to conform to customers39。s strategy, goals and objectives. American Association for Laboratory Accreditation (A2LA): An organization that formally recognizes another organization39。A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Quirky Quality Dictionary AAcademic Quality Improvement Project (AQIP): A forum for institutions to review each other39。s petency to perform specific tests, types of tests or calibrations. American Customer Satisfaction Index (ACSI): Released for the first time in October 1994, an economic indicator and cross industry measure of the satisfaction of . household customers with the quality of the goods and services available to them—both those goods and services produced within the United States and those provided as imports from foreign firms that have substantial market shares or dollar sales. The ACSI is cosponsored by the University of Michigan Business School, ASQ and the CFI Group. American National Standards Institute (ANSI): ANSI is a private, nonprofit organization that administers and coordinates the . voluntary standardization and conformity assessment system. It is the United States39。 quality requirements. Arrow diagram: A planning tool to diagram a sequence of events or activities (nodes) and the interconnectivity of such nodes. It is used for scheduling and especially for determining the critical path through nodes. AS9100: An international quality management standard for the aerospace industry published by the Society of Automotive Engineers。 connecting lines between the blocks represent interfaces. There are two types of block diagrams: a functional block diagram, which shows a system39。s objectives, priorities and mission. Return to topCC chart: See count chart. Calibration: The parison of a measurement instrument or system of unverified accuracy to a measurement instrument or system of known accuracy to detect any variation from the required performance specification. Capability maturity model: A framework that describes the key elements of an effective software process. It39。 or critical, major and minor. Definitions of these classifications require careful preparation and tailoring to the product(s) being sampled to enable accurate assignment of a defect to the proper classification. A separate acceptance sampling plan is generally applied to each class of defects. Closedloop corrective action (CLCA): A sophisticated engineering system designed to document, verify and diagnose failures, remend and initiate corrective action, provide followup and maintain prehensive statistical records. Code of conduct: Expectations of behavior mutually agreed on by a team. Collier, Simon (deceased): An ASQ president who led the Society during a critical growth period in 195253. His term was marked by numerous milestone events, including a membership increase of 22% and the formation of 11 new sections and the first divisions. Collier, an ASQ Honorary Member, was a chemist who began his career at the National Bureau of Standards (now the National Institute of Standards and Technology). Later he worked at JohnsManville Corp., where he produced a quality training film used by more than 300 panies. Common causes: Causes of variation that are inherent in a process over time. They affect every oute of the process and everyone working in the process (see also special causes). Company culture: A system of values, beliefs and behaviors inherent in a pany. To optimize business performance, top management must define and create the necessary culture. Complaint tracking: Collecting data, disseminating data to appropriate persons for resolution, monitoring plaint resolution progress and municating results. Compliance: The state of an organization that meets prescribed specifications, contract terms, regulations or standards. Computer aided design (CAD): Software used by architects, engineers, drafters and artists to create precision drawings or technical illustrations. CAD software can be used to create twodimensional (2D) drawings or threedimensional (3D) models. Computer aided engineering (CAE): A broad term used by the electronic design automation industry for the use of puters to design, analyze and manufacture products and processes. CAE includes CAD (see listing) and puter aided manufacturing (CAM), which is the use of puters for managing manufacturing processes. Concurrent engineering (CE): A way to reduce cost, improve quality and shrink cycle time by simplifying a product39。s declaration products ply with the EU39。 Also called end user. Consumer39。s organization. The partnership is based on several mitments. The buyer provides longterm contracts and uses fewer suppliers. The supplier implements quality assurance processes so ining inspection can be minimized. The supplier also helps the buyer reduce costs and improve product and process designs. Cycle time: The elapsed time between the start and pletion of a task or an entire process。 class 2, serious, leads dire。s or service39。s Talk Quality, and Leading: The Art of Being an Executive. Crosby, who originated the zero defects concept, was an ASQ Honorary Member and past president. Cross functional: A term used to describe a process or an activity that crosses the boundary between functions. A cross functional team consists