Other things quality Flashcards
What is quality
How well a product meets the targets and tolerances determined by its designers
How well the product performs for its intended use
A products usefulness for the price paid
The support provided after the product is purchased
Judgemental evaluations of what constitutes product excellence
Circle of quality
Customer satisfaction –> repeat purchase –> customer recommendation –> lower marketing costs –> higher customer loyalty –>
Quality dimensions for a service
Tangible factors, consistency, responsiveness to consumers needs, friendliness, timeliness, atmosphere
Quality dimensions for a product
Conformance, performance, reliability, features, durability, serviceability, aesthetics, perceived quality
Quality control
Product-oriented and focus is on defect identification
Quality assurance
Process-oriented and focus is on defect prevention
TQM - total quality management
= organizational management that improves quality
Find out what customers want
Design a process that does the job right the first time
Keep track of results and improve system
PDCA-cycle
Plan, do, check, act
Cause and effect diagram
Identifies possible causes using categories
Check sheet
Structured & prepared form of collecting data
Control chart
Studies a process over time –> upper and lower control limits
Histogram
Showing frequency distributions
Pareto chart
Combination of bar chart & line graph
Scatter diagram
Graphs pairs of numerical data to look for a relationship
Stratification / flowchart
Represents a work process
