【正文】 cycle. Correlation (statistical): A measure of the relationship between two data sets of variables. Cost of poor quality (COPQ): The costs associated with providing poor quality products or services. There are four categories of costs: internal failure costs (costs associated with defects found before the customer receives the product or service), external failure costs (costs associated with defects found after the customer receives the product or service), appraisal costs (costs incurred to determine the degree of conformance to quality requirements) and prevention costs (costs incurred to keep failure and appraisal costs to a minimum). Cost of quality (COQ): A term coined by Philip Crosby referring to the cost of poor quality. Count chart: A control chart for evaluating the stability of a process in terms of the count of events of a given classification occurring in a sample. Count per unit chart: A control chart for evaluating the stability of a process in terms of the average count of events of a given classification per unit occurring in a sample. Cp: The ratio of tolerance to six sigma, or the USL (upper specification limit) minus the LSL (lower specification limit) divided by six sigma. It is sometimes referred to as the engineering tolerance divided by the natural tolerance and is only a measure of dispersion.Cpk index: Equals the lesser of the USL minus the mean divided by three sigma (or the mean) minus the LSL divided by three sigma. The greater the Cpk value, the better.Critical processes: Processes that present serious potential dangers to human life, health and the environment or that risk the loss of very large sums of money or customers. Crosby, Philip (deceased): The founder and chairman of the board of Career IV, an executive management consulting firm. Crosby also founded Philip Crosby Associates Inc. and the Quality College. He wrote many books including Quality Is Free, Quality Without Tears, Let39。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 of individuals from more than one organizational unit or function. Cross pilot: See scatter diagram. Cultural resistance: A form of resistance based on opposition to the possible social and organizational consequences associated with change. Culture change: A major shift in the attitudes, norms, sentiments, beliefs, values, operating principles and behavior of an organization. Culture, organizational: A mon set of values, beliefs, attitudes, perceptions and accepted behaviors shared by individuals within an organization. Cumulative sum control chart (CUSUM): A control chart on which the plotted value is the cumulative sum of deviations of successive samples from a target value. The ordinate of each plotted point represents the algebraic sum of the previous ordinate and the most recent deviations from the target. Current good manufacturing practices (CGMP): Regulations enforced by the . Food and Drug Administration for food and chemical manufacturers and packagers. Customer: See external customer and internal customer. Customer delight: The result of delivering a product or service that exceeds customer expectations. Customer relationship management (CRM): A strategy used to learn more about customers39。 needs and behaviors to develop stronger relationships with them. It brings together information about customers, sales, marketing effectiveness, responsiveness and market trends. It helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. Customer satisfaction (CS): The result of delivering a product or service that meets customer requirements. Customersupplier model (CSM): A model depicting inputs flowing into a work process that, in turn, add value and produce outputs delivered to a customer. Also called customersupplier methodology. Customer supplier partnership: A longterm relationship between a buyer and supplier characterized by teamwork and mutual confidence. The supplier is considered an extension of the buyer39。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。 for example, in order processing it can be the time between receipt and delivery of an order. Return to topDData: A set of collected facts. There are two basic kinds of numerical data: measured or variable data, such as 16 ounces, 4 miles and inches, and counted or attribute data, such as 162 defects. D chart: See demerit chart. Decision matrix: A matrix used by teams to evaluate problems or possible solutions. After a matrix is drawn to evaluate possible solutions, for example, the team lists them in the far left vertical column. Next, the team selects criteria to rate the possible solutions, writing them across the top row. Third, each possible solution is rated on a scale of 1 to 5 for each criterion, and the rating is recorded in the corresponding grid. Finally, the ratings of all the criteria for each possible solution are added to determine its total score. The total score is then used to help decide which solution deserves the most attention. Defect: A product39。s or service39。s nonfulfillment of an intended requirement or reasonable expectation for use, including safety considerations. There are four classes of defects: class 1, very serious, leads directly to severe injury or catastrophic economic loss。 class 2, serious, leads dir