Flashcards in Long Test 1: Intro Deck (37)
American Society for Quality Control defines _____ as subjective term for which each person can have his or her own definition.
In technical usage, quality can be defined as:
The ability of the product or service to satisfy the stated or implied needs.
A product or service which is free from deficiencies.
Quality can be quantified as?
Q = P/E
What are the dimensions of quailty
8. Perceived Quality
Primary product characteristic
Secondary characteristic / function of a product.
Meeting the specifications or industry standard.
The probability of a product performing its intended duty under stated conditions without failure for a given period of time.
Lifetime of a product which includes repair.
Ease of repair.
The external finish given to a product to attract the customer.
Refers to how the customer feels about the quality.
Manufacturing VS Service
Manufacturing produce tangible product, Service is experienced
5 Service Quality
Physical features of the service being provided.
refers to the ability to provide the service as it was promised on a regular basis
responding to customers in a timely manner.
Customers have to be able to trust that service providers are knowledgeable about the service they are providing.
The ability to understand and relate to the customer’s feelings.
Total - Made up of the whole
Quality - Degree of excellence
Management - Act of planning,
controlling, leading, organizing
Managing the whole to achieve excellence.
An organization-wide philosophy with its core values centered on continually improving the quality of its product and services and the quality of its processes to meet and exceed customer expectations.
A committed and involved management to provide long-term top-to-bottom organizational support.
We must listen to the “voice of the customer”.
Focus on Customer
Effective involvement and utilization of the entire work force.
Continuous improvement of the business and production process.
Treating suppliers as partners.
Partnership with suppliers
Establish performance measures for the processes.
Craftsmen across medieval Europe were organized into unions called? What era?
guilds, The Craftsmanship Era (Up to 1900)