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Flashcards in Total Quality Management Deck (14):
0

Quality is

The measure of performance of a product/service compared to our expectations

1

What's the quality formula?

Q = P/E

2

Performance is

Primary product characteristics such as the brightness of the picture

3

Features are

Secondary characteristics, added features, such as remote control

4

Conformance is

Measuring specs or industry standards, workmanship

5

Reliability is

Consistency of performance overtime, average time for unit to fail

6

Durability is

Useful life, repair

7

Service is

Resolution of problems and complaints, ease of repair

8

Response is

Human to human interaction, courtesy of dealer

9

Aesthetics is

Sensory characteristics such as exterior finish

10

Reputation is

Past performance and other intangibles, such as being ranked first

11

Who is responsible for quality in TQM environment

EVERYONE

12

The QC/ QA department _______ direct responsibility for quality

Does not

13

What percent of time should the CEO spend on quality

35%