chapter 9 Flashcards
quality
the ability of a product or service to consistently meet or exceed customer requirements or expectations
9 dimensions of product quality
- performance
- aesthetics
- special features
- conformance
- reliability
- durability
- perceived quality
- serviceability
- consistency
9 dimensions of service quality
- convenience
- reliability
- responsiveness
- time
- assurance
- courtesy
- tangibles
- consistency
- expectancy
determinants of quality
- quality of design
- quality of conformance
- ease of use
- service after delivery
benefits of good quality
- ability to command premium prices
- increased market share
- greater customer loyalty
- lower liability costs
- fewer production or service problems
- lower production costs
- higher profits
costs of quality
appraisal costs: relate to inspection, testing and other activities intended to uncover defective products or services
prevention costs: relate to attempts to prevent defects from occurring
internal failures
costs incurred to fix problems that are detected before the product or service is delivered to the customer
external failures
all costs incurred to fix problems that are detected after the product or service is delivered to the customer
ISO 9000
set of international standards on quality management
ISO 14000
a set of international standards for assessing a company’s environmental performance
ISO 24700
pertains to the quality and performance of office equipment that contains reused components
three key philosophies of TQM
- continuous improvement
- involvement
- goal of customer satisfaction
continuous improvement
philosophy that seeks to improve all factors related to the process of converting inputs into outputs (kaizen)
quality at the source
philosophy of making workers responsible for the quality of their work
PDSA cycle
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