Quality Management

Question 1

What is perceived quality

Answer 1

The gap between a customers expectation and their perception of the product or service

Question 2

What is the first gap

Answer 2

Knowledge gap
- mismatch between the company’s internal quality specs and what the customer wants

Question 3

What is the second gap?

Answer 3

Standard gap
- mismatch between management perceptions and service quality specs

Question 4

What is a third gap?

Answer 4

Delivery gap
- mismatch between the actual quality of the product and the service quality specification

Question 5

What is the forth gap?

Answer 5

Communication gap
- mismatch between the communication with customers about product and the actual service delivery

Question 6

What are the quality of characteristics of goods and services

Answer 6

1. Functionality
2. Appearance
3. Durability
   4.reliability
4. Recovery
5. Contact

Question 7

What are the 6 steps towards conformance to specification

Answer 7

1. Set the quality characteristics
2. Decide how to Meausre each quality characteristic
3. Set quality stands
4. Control quality against quality standards
5. Fix any issues or problems with quality
   6.continually make improvement s

Question 8

What is the use for process control charting?

Answer 8

Aspects of performance are measured over time
This chart can help you find trends and trends can help Organization meagre the performances over time
Guidelines and control limits are used to see if a random dip for example needs to investigatedb

Question 9

How are control limits drawn up in process charting

Answer 9

Using the normal distrubtion, which accounts for random variation when the process is operating normally, then we can use this to draw control limits

Question 10

What is TQM?

Answer 10

Total quality management
- quality improvement, maintenance and development

Question 11

What are the four focuses of tqm ?

Answer 11

• continuous improvement
• customer focus
  Prevention
  Universal responsibility

Question 12

What are the four factors involved in cost of quality?

Answer 12

1. External failure cost
2. Internal failure cost
3. Appraisal cost
   4 preventions cost

Question 13

What is external failure cost

Answer 13

Costs associated after customer receives the product

Eg warranty claims
Repairs

Question 14

What are internal costs + examples?

Answer 14

Defects found in the product or service before the coroner receives it
Eg waste
Scrap

Question 15

What are Inspection/appraisal costs?

Answer 15

Costs associated with ensuring that the quality of the products is aligned with quality requirements ?

• verification
• quality audit

Question 16

What is preventions costs + examples?

Answer 16

Costs associated with prevention g poor quality
Eg
Product requirements
Quality assurance
Quality planning