LESSON 5 (QUALITY)

Question 1

is the ability of a product or service to consistently meet or exceed customer expectations.

Answer 1

Quality

Question 2

extra characteristics

Answer 2

Special features

Question 2

IS the totality of features and characteristics of a product or services that bears on its ability to satisfy stated or implied needs.

Answer 2

Quality

Question 2

DIMENSIONS OF
QUALITY

Answer 2

● Performance:
● Special features:
● Conformance:
● Reliability:
● DurabilitY
● Perceived Quality
● Service after sale

Question 2

main characteristics of the
product/service

Answer 2

Performance

Question 3

consistency of
performance

Answer 3

Reliability

Question 3

how well product/service conforms to
customer expectations

Answer 3

Conformance

Question 4

useful life of the
product/service

Answer 4

Durability

Question 4

indirect evaluation of quality (e.g.
reputation)

Answer 4

Perceived Quality

Question 5

That customers does not notice

Answer 5

INDIFFERENT QUALITY

Question 5

TYPES OF QUALITY

Answer 5

❖ INDIFFERENT QUALITY
❖ EXPECTED QUALITY
❖ ONE DIMENSIONAL QUALITY
❖ EXCITING QUALITY

Question 6

handling of customer complaints or checking
on customer satisfaction

Answer 6

Service after sale

Question 7

Is the quality the customer expects but that does not necessarily result in lots of order

Answer 7

ONE DIMENSIONAL QUALITY

Question 7

the quality that customer expects

Answer 7

EXPECTED QUALITY

Question 8

• Is the quality that exceeds customer requirements.

Answer 8

EXCITING QUALITY

Question 9

THREE LEVELS OF QUALITY

Answer 9

1. Organizational Level
2. At Process Level
3. Performance Level (Job Level)

Question 10

Quality concerns center on meeting external customer requirements

Answer 10

Organizational Level

Question 11

Organizational units are classified as functions or departments such as marketing, design, product

Answer 11

At Process Level

Question 12

These standards include requirements for accuracy, completeness

Answer 12

Performance Level (Job Level)

Question 12

DETERMINANTS OF QUALITY

Answer 12

❏ Quality Design
❏ Quality capability of production processes
❏ Quality of conformance
❏ Quality of customer service
❏ Organization Quality culture

Question 13

FIVE VIEWS OF QUALITY

Answer 13

➔ Transcendental view
➔ Product Based View
➔ User Based View
➔ Manufacturing Based View
➔ Value Based View

Question 14

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.

Answer 14

W. Edward Deming

Question 14

Focuses on 3 major qualities called Quality Trilogy

Answer 14

Joseph M. Juran

Question 15

a mechanism for managing and continuously improving core processes to “achieve maximum customer satisfaction at the lowest overall cost to the organization.”

Answer 15

Quality Management System (QMS) -

Question 16

is a set of functions or activities within an organization that work together for the aim of
the organization.

Answer 16

SYSTEM

Question 17

Marketing and sales personnel are responsible for determining the needs and expectations of consumers.

Answer 17

QUALITY IN
MARKETING

Question 18

Product design and engineering functions develop technical specifications for products
and production processes to meet the requirements determined by the marketing function.

Answer 18

QUALITY IN
PRODUCT DESIGN

Question 19

A purchasing agent should not simply be responsible for low-cost procurement, but should maintain a clear focus on the quality of purchased goods and materials

Answer 19

QUALITY IN
PURCHASING

Question 20

Poor quality often results from time pressures caused by insufficient planning and scheduling.

Answer 20

QUALITY IN PRODUCTION PLANNING
& SCHEDULING

Question 21

focuses on institutional practices for helping students learn, accomplishing other distinct objectives, understanding student and stakeholder needs, valuing people, leading and communicating, supporting institutional operations, measuring effectiveness, planning continuous improvement, and building collaborative relationships

Answer 21

Academic Quality Improvement
Project (AQIP)