【正文】 ergonomic (. physiological characteristic, or related to human safety)。 behavioral (. courtesy, honesty, veracity)。 the creation of ambience for the customer (. in hotels and restaurants). Software consists of information and is generally intangible and can be in the form of approaches, transactions or procedures ()Hardware is generally tangible and its amount is a countable characteristic (). Processed materials are generally tangible and their amount is a continuous characteristic. Hardware and processed materials often are referred to as goods.NOTE 3 Quality assurance () is mainly focused on intended product.projectunique process (), consisting of a set of coordinated and controlled activities with start and finish dates, undertaken to achieve an objective conforming to specific requirements (), including the constraints of time, cost and resourcesNOTE 1 An individual project can form part of a larger project structure.NOTE2 In some projects the objectives are refined and the product characteristics () defined progressively as the project proceeds.NOTE 3 The oute of a project may be one or several units of product ().NOTE 4 Adapted from ISO 10006:1997.design and developmentset of processes () that transforms requirements () into specified characteristics () or into the specification () of a product (), process () or system ()NOTE 1 The terms “design” and “development” are sometimes used synonymously and sometimes used to define different stages of the overall design and development process.NOTE 2 A qualifier can be applied to indicate the nature of what is being designed and developed (. product design and development or process design and development). procedurespecified way to carry out an activity or a process ()NOTE1 Procedures can be documented or not.NOTE2 When a procedure is documented, the term “written procedure” or “documented procedure” is frequently used. The document () that contains a procedure can be called a “procedure document”. Terms relating to characteristics characteristicdistinguishing featureNOTE 1 A characteristic ca be inherent or assigned.NOTE 2 A characteristic can be qualitative or quantitative.NOTE 3 There are various classes of characteristic, such as the following: physical (. mechanical, electrical, chemical or biological characteristics)。 an activity performed on a customersupplied intangible product (. the ine statement needed to prepare a tax return)。 hardware (. engine mechanical part)。process is defined as “set of interrelated or interacting activities which transforms inputs into outputs.”If the term “process” is replaced by its definition, as follows:product then bees “result of a set of interrelated or interacting activities which transforms inputs into outputs.”A concept limited to a special meaning in a particular context is indicated by designating the subject field in angle brackets, , before the definition, for example, technical expert audit (). Terms relating to quality quality degree to which a set of inherent characteristics () fulfils requirements ()NOTE 1 The term “quality” can be used with adjectives such as poor, good or excellent.NOTE 2 “Inherent”, as opposed to “assigned”, means existing in something, especially as a permanent characteristic. requirementneed or expectation that is stated, generally implied or obligatoryNOTE1 “Generally implied” means that it is custom or mon practice for the organization (), its customers () and other interested parties (), that the need or expectation under consideration is implied:NOTE2 A qualifier can be used to denote a specific type of requirement, . product requirement, quality management requirement, customer requirement.NOTE3 A specified requirement is one which is stated, for example, in a document ().NOTE4 Requirements can be generated by different interested parties.gradecategory or rank given to different quality requirements () for products () processes () or systems () having the same functional useEXAMPLE Class of airline ticket and category of hotel in a hotel guide.NOTE 4 Requirements can be generated by different interested parties.customer satisfactioncustomer’s perception of the degree to which the customer’s requirements () have been fulfilledNOTE1 Customer plaints are a mon indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction.NOTE2 Even when customer requirements have been agreed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction. capabilityability of an organization (), system () or process () to realize a product () that will fulfill the requirements () for that productNOTE Process capability terms in the field of statistics are defined in ISO . Terms relating to management system set of interrelated or interacting elements management system system () to establish policy and objectives and to achieve those objectivesNOTE A management system of an organization () can include different management system, such as a quality management system (), a financial management system or an environmental management system.quality management systemmanagement system () to direct and control an organization () with regard to quality () quality policyoverall intentions and direction of an organization () related to quality () as formally expressed by top management ()NOTE1 Generally the quality policy is consistent with the overall policy of the organization and provides a framework for the setting of quality objectives ().NOTE2 Quality management principles presented in this International Standard can form a basis for the establishment of a quality policy. (See .) quality objectivesomething sought, or aimed for, related to quality ()NOTE 1 Quality objectives are generally based on the organization’s quality po