Quality Flashcards
features of product which meet customer needs and thereby provide satisfaction.
Quality
freedom from deficiencies
free from errors that require doing work again.
service recovery
doing something to receiver customers’ dissatisfaction
who says that quality is freedom from deficiencies?
Eldin
satisfaction and dissatisfaction are not?
opposite
why do customers complain?
dissatisfaction
quality define as?
fitness of use
Quality can be?
understood, defined, measured
who says that quality is fitness for use?
Joseph Juran
“The quality of features and characteristics of a good or service that bear on its ability to satisfy a given or implied needs.”
ISO (International Organization for Standardization)
“the concept of quality is variable to the one defining it”
Joseph Juran
