EMD-Q Quality Management
Quality - ANS-•a distinguishing attribute
•essential character/ nature
•a high level of value or excellence
Quality assurance (QA) - ANS-Process of measuring & evaluating various aspects of
performance against accepted standards
Quality improvement (QI) - ANS-Total system approach to continuously improving
products and services
Quality management (QM) - ANS-The overall process used by a organization to ensure
their product or service are consistent and maintain a level of quality
Objectives of quality management - ANS-1.ensure that employees understand their
duties
2. Measure and evaluate employee compliance relevant to their duties
3. Throughly review the effects of compliance
4. Track individual and system performance over time
5. Make the nessesary changes and assure subsequent improvements
Quality management cycle - ANS-Routine review
Identify issues
Identify solutions
Take action
Evaluate action
Improve performance
Change management - ANS-Keeps change efforts under control using tools and
techniques to minimize distractions and undesired impacts
Change leadership - ANS-Drives change through vision inspiration and empowerment
EDQ's - ANS-Certified professionals who have taken on a quality function in the
communication center
QAU - ANS-Responsible for ongoing random and focus case reviews
Quality - ANS-•a distinguishing attribute
•essential character/ nature
•a high level of value or excellence
Quality assurance (QA) - ANS-Process of measuring & evaluating various aspects of
performance against accepted standards
Quality improvement (QI) - ANS-Total system approach to continuously improving
products and services
Quality management (QM) - ANS-The overall process used by a organization to ensure
their product or service are consistent and maintain a level of quality
Objectives of quality management - ANS-1.ensure that employees understand their
duties
2. Measure and evaluate employee compliance relevant to their duties
3. Throughly review the effects of compliance
4. Track individual and system performance over time
5. Make the nessesary changes and assure subsequent improvements
Quality management cycle - ANS-Routine review
Identify issues
Identify solutions
Take action
Evaluate action
Improve performance
Change management - ANS-Keeps change efforts under control using tools and
techniques to minimize distractions and undesired impacts
Change leadership - ANS-Drives change through vision inspiration and empowerment
EDQ's - ANS-Certified professionals who have taken on a quality function in the
communication center
QAU - ANS-Responsible for ongoing random and focus case reviews
