Chapter 9 Flashcards
(44 cards)
___ refers to the ability of a product/service to meet/exceed customer requirements/expectations
Quality
“The Father of Scientific Management”
Frederick Winslow Taylor
Frederick W. Taylor gave new emphasis to quality by:
- Including product inspection
- Gauging in his list of fundamental areas of manufacturing management
What is the concept “zero defects”?
Focused on employee motivation and awareness, and the expectation of perfection from each employee
An embargo on oil sales instituted by the _____ caused an increase in energy costs and lead to more interest in fuel efficient cars
Organization of Petroleum Exporting Countries (OPEC)
“The Father of Statistical Quality Control”
Walter Shewhart
Walter Shewart developed ____.
Control charts for analyzing the output of processes to determine when corrective action was necessary
What is the Deming Price?
Awarded annually to firms that distinguish themselves with quality management programs
What are Deming’s 14 points?
Deming’s famous list he believed were the prescription needed to achieve quality in an organization
What is Joseph Juran’s trilogy consist of?
1) Quality Planning
2) Quality Control
3) Quality Improvement
What is Quality Planning according to Joseph Juran?
Necessary to establish processes that are capable of meeting quality standards
What is Quality Control according to Joseph Juran?
Necessary in order to know when corrective action is needed
What is Quality Improvement according to Joseph Juran?
Necessary to help find better ways/processes of doing things
Who was instrumental in advancing the “cost of nonconformance” approach?
Armand Feigenbaum
____ developed the concept of zero defects and popularized “Do it right the first time”
Philip Crosby
What is Kaoru Ishikawa’s key contribution?
Cause-and-effect diagrams; quality circles
What is Genichi Taguchi’s key contribution?
Taguchi loss function - involves a formula for determining the cost of poor quality
What are Ohno and Shingo’s key contribution?
Methods of kaizen = continuous improvement
What are the 9 dimensions of Product Quality?
1) Performance
2) Aesthetics
3) Special features
4) Conformance
5) Reliability
6) Durability
7) Perceived Quality
8) Serviceability
9) Consistency
What are the 9 dimensions of Service Quality?
1) Convenience
2) Reliability
3) Responsiveness
4) Time
5) Assurance
6) Courtesy
7) Tangibles
8) Consistency
9) Expectations
If customers participate in a service system (self service), there can be ____.
Increased potential for a negative perception of quality
What is SERVQUAL?
An instrument designed to obtain feedback on an organization’s ability to provide quality service to customers
What are the 4 primary determinants of Quality?
1) Design
2) How well the product conforms to design
3) Ease of use
4) Service after delivery
____ refers to the intention of designers to include or exclude certain features in a product or service
Quality of design
