Chapter 8 Part 2 Flashcards
What is Quality
Quality does not mean goodness
… is the ability of a product or service to consistently meet or exceed customer expectations.
….isn’t something that is tacked on as a special
feature but is instead an integral part of
a product or service.
What are the 8 Product Dimensions of Quality?
aesthetics-Appearance
2 Conformance- How well product matches design specs
3 Durability- Useful life of product
4 Service-Ability- Handling f complaints or repairs
5 Perceived quality- Indirect evaluations of quality(Reputation)
6 Reliability- Consistency of performance
7 Special Features- Extra characteristics
8Performance- Main Characteristics of the product
8 Service Dimensions of Quality?
Tangibles- Physical appearance of facilities, equipment, communication materials, people
Convenience- Availability and accessibility of service.
Assurance- Knowledge exhibited by personnel and ability to convey trust and confidence.
Reliability- Ability to perform service dependably, consistently, and accurately.
Courtesy- Ways customers are trusted by employees who come in contact w/ them
Time- Speed with which service is rendered.
Responsiveness- Willingness of providers to help customers in unusual situations and deal with problems.
Product Dimensions= Insert “Service” for “Product”
Determinants of Quality?
Design- Intention of designers to include or exclude certain features in product/service
Ease of use- Increases likelihood product will be used for intended purpose, properly and safely
Service- Recall and repair of product; adjustment; Replacement or buyback; Reevaluation of service
Conforms to design- Degree to which goods/services conform to intent of designers
- Capability of Equipment
- Skills, Training, motivation of workers
- Extent to which design lends itself to production
- Monitoring process to assess conformance
- Taking of Corrective action
What is the 1:10:100 Rule or consequences of poor quality?
If a defect or service error is identified and corrected at the design stage it might cost $1. If it is first detected during the production process it might cost $10 to fix. However if the defect is not discovered until it reaches the customer it might cost $100.
Cost of Quality (4 Cost Categories)
Internal Failure- Related to defective parts/services before delivery to customer
External failure- Related to delivering substandard products/services to customers
Appraisal- Related to measuring, evaluating, and auditing materials, parts, products and services to assess conformance with quality standards.
Prevention- Related to reducing potential for quality problems.
