Chapter 6

Question 1

Product Quality

Answer 1

a product’s fitness for consumption in terms of meeting customer’s desires and needs

Question 2

Design Quality

Answer 2

a measure of how well a product’s designed features match up to the requirements of a given customer group

Question 3

Conformance Quality

Answer 3

a measure of whether or not a delivered product meets its design specifications

Question 4

Dimensions of Product Quality (8)

Answer 4

Performance 
Features 
Reliability 
Durability 
Conformance
Aesthetics 
Support/Responsiveness 
Perceived quality

Question 5

Total Quality Management (TQM)

Answer 5

an integrated business management strategy aimed at embedding awareness of quality in all organizational processes

Question 6

Cost of Quality (COQ)

Answer 6

a framework for quantifying the total cost of quality-related efforts and deficiencies

Question 7

Four Types of Poor Quality Cost

Answer 7

Prevention
Appraisal
Internal
External

Question 8

Methods to Improve Quality (4)

Answer 8

Inverted View of Management
Process Oriented Focus on Prevention & Problem Solving
Viewing Quality Management as a never-ending Quest
Building an Organization Culture around Quality

Question 9

Six Sigma

Answer 9

a management program that seems to improve the quality of process outputs by identifying and removing the causes of defects and variation in the various processes