LESSON 5 (QUALITY) Flashcards
is the ability of a product or service to consistently meet or exceed customer expectations.
Quality
extra characteristics
Special features
IS the totality of features and characteristics of a product or services that bears on its ability to satisfy stated or implied needs.
Quality
DIMENSIONS OF
QUALITY
● Performance:
● Special features:
● Conformance:
● Reliability:
● DurabilitY
● Perceived Quality
● Service after sale
main characteristics of the
product/service
Performance
consistency of
performance
Reliability
how well product/service conforms to
customer expectations
Conformance
useful life of the
product/service
Durability
indirect evaluation of quality (e.g.
reputation)
Perceived Quality
That customers does not notice
INDIFFERENT QUALITY
TYPES OF QUALITY
❖ INDIFFERENT QUALITY
❖ EXPECTED QUALITY
❖ ONE DIMENSIONAL QUALITY
❖ EXCITING QUALITY
handling of customer complaints or checking
on customer satisfaction
Service after sale
Is the quality the customer expects but that does not necessarily result in lots of order
ONE DIMENSIONAL QUALITY
the quality that customer expects
EXPECTED QUALITY
- Is the quality that exceeds customer requirements.
EXCITING QUALITY
THREE LEVELS OF QUALITY
- Organizational Level
- At Process Level
- Performance Level (Job Level)
Quality concerns center on meeting external customer requirements
Organizational Level
Organizational units are classified as functions or departments such as marketing, design, product
At Process Level
These standards include requirements for accuracy, completeness
Performance Level (Job Level)
DETERMINANTS OF QUALITY
❏ Quality Design
❏ Quality capability of production processes
❏ Quality of conformance
❏ Quality of customer service
❏ Organization Quality culture
FIVE VIEWS OF QUALITY
➔ Transcendental view
➔ Product Based View
➔ User Based View
➔ Manufacturing Based View
➔ Value Based View
Focuses on continual improvements in product and service quality by reducing uncertainty and variability in design, manufacturing, and service processes, driven by leadership of top management.
W. Edward Deming
Focuses on 3 major qualities called Quality Trilogy
Joseph M. Juran
a mechanism for managing and continuously improving core processes to “achieve maximum customer satisfaction at the lowest overall cost to the organization.”
Quality Management System (QMS) -
