Quality Management Flashcards
1
Q
Garvins eight quality dimensions
A
Performance. Features. Reliability. Conformance. Durability. Serviceability. Aesthetic’s. Perceived quality.
2
Q
Five service quality dimensions
A
Tangibles. Service reliability. Responsiveness. Assurance. Empathy.
3
Q
Quality control
A
Faced on a detection type system – it may prevent nonconforming products, services and paperwork from being delivered to the customer but it does not prevent them being made.
4
Q
Quality assurance
A
A prevention-based system – stops nonconforming products being produced in the first place.
5
Q
Quality gurus
A
Crosby, Deming, Feigenbaum, Juran, Ishikawa, Shingo and Taguchi
