Glossary C
Glossary C
Deutsch: Kristallisation / Español: cristalización / Português: cristalização / Français: cristallisation / Italian: cristallizzazione
Crystallization in the context of quality management refers to the process of forming solid crystals from a solution, melt, or more rarely, directly from a gas. It is a key process in various industries, such as pharmaceuticals, chemicals, and food production, where controlling crystal formation is crucial for product quality and consistency.
Deutsch: Kultur / Español: Cultura / Português: Cultura / Français: Culture / Italiano: Cultura
Culture in the context of quality management refers to the collective values, beliefs, attitudes, and behaviours that characterize an organization and influence its approach to quality. This encompasses the organizational environment that supports and promotes quality in every aspect of operations and decision-making.
Deutsch: Kundenzufriedenheit / Español: Insatisfacción del Cliente / Português: Insatisfação do Cliente / Français: Insatisfaction Client / Italian: Insoddisfazione del Cliente
Customer dissatisfaction in the context of quality management refers to the negative feelings or discontent experienced by customers when a product or service fails to meet their expectations or requirements. It is a critical indicator of a company's performance in terms of quality and directly impacts customer loyalty, reputation, and overall business success.
Deutsch: Kundenorientierung / Español: Enfoque en el cliente / Português: Foco no cliente / Français: Orientation Client / Italiano: Orientamento al cliente
Customer focus in the quality management context refers to the commitment of an organisation to understanding and meeting the needs, expectations, and preferences of its customers. This approach ensures that all aspects of the organisation's operations, from product design to delivery and after-sales service, are aligned with providing maximum value to customers. Prioritising customer Satisfaction is a key principle in most quality Management systems, including ISO 9001, where continuous improvement is driven by customer feedback and market demand.
Deutsch: Kundenwirkung / Español: Impacto en el Cliente / Português: Impacto no Cliente / Français: Impact Client / Italiano: Impatto sul Cliente
The concept of Customer Impact describes the measurable and qualitative effects that products, services, or business decisions have on customers. It encompasses both direct outcomes, such as satisfaction or dissatisfaction, and indirect consequences, like brand loyalty or churn. Understanding this impact is critical for businesses aiming to align their strategies with customer needs and market demands.
Deutsch: Kundenzufriedenheit / Español: Satisfacción del Cliente / Português: Satisfação do Cliente / Français: Satisfaction Client / Italiano: Soddisfazione del Cliente
The concept of Customer Satisfaction is a central pillar in quality management, measuring how well products or services meet or exceed customer expectations. It serves as a key performance indicator (KPI) for businesses, directly influencing loyalty, retention, and long-term profitability. Understanding and optimizing this metric requires systematic approaches, often integrated into broader quality frameworks like ISO 9001.
Deutsch: Kundenservice / Español: Servicio al cliente / Português: Atendimento ao cliente / Français: Service Client / Italiano: Servizio clienti
Customer Service in the context of quality management refers to the support and care provided to customers before, during, and after their purchase of a product or service. It is a crucial aspect of ensuring customer satisfaction, as it directly impacts the perception of a company's quality standards and its commitment to meeting customer needs. Effective customer service involves not only resolving issues and answering queries but also proactively engaging with customers to enhance their overall experience with the company.