quality exam

Question 1

6 stages of conformance to spec

Answer 1

1. define quality characteristics
2. decide how to measure these
3. set quality standards for each characteristic
4. control quality against standards
5. find and correct quality issues
6. continue to improve quality

Question 2

gap model of quality

Answer 2

gap between customers expectations and perceptions

e.g expecting fast delivery but having unexplained delays

Question 3

what was a main quality issue for netflix

Answer 3

when customer accounts were ‘throttled’ those ordering a lot of DVD’s (17-20 a month) were costing Netflix money. They experienced slow delivery times and were less likely to receive DVD’s highest in the queue

Question 4

how did they change the design of the envelope

Answer 4

easy to insert and remove discs, had to be printed in mass quantities, easy to store and deliver, had to hold and protect the DVD

Question 5

six sigma

Answer 5

data driven quality method
measures deviations from quality spec
netflix can measure based on speed of delivery, quality of discs,

Question 6

TQM

Answer 6

quality philosophy, instilling quality in employees and suppliers, motivate employees with ergonomic excercises and hired postal general and built close relationship with postal service

Question 7

economic factors of quality

Answer 7

cost
flexibility
speed
dependability
quality