Test 3 Flashcards
Fundamental Operational Goals
- Careful design of the product or service
2. Ensuring that the organization’s systems can consistently produce the design
Total Quality Management (TQM)
Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer
What is quality?
Fitness for use
Dimensions of Product Quality
Performance Features Reliability Conformance Durability Serviceability or Maintainability Aesthetics Safety Other perceptions
Performance
Basic operating characteristics
Features
“Extra” items added to basic features
Reliability
Probability product will operate I’m an appropriate manner over time under normal operating environment
Conformance
Meeting pre established standards
Durability
Life span before replacement
Serviceability or maintainability
Ease of getting repairs, speed, and competence of repairs
Aesthetics
Look, feel, sound, smell, or taste
Safety
Freedom from injury or harm
Other perceptions
Subjective perceptions based on brand name, advertising, etc
Service Quality
Time and Timelines: customer waiting time, completed on time
Completeness: customer gets all they ask for
Courtesy: Treatment by employees
Consistency: Same level of service for all customers
Accessibility and Convenience: ease of obtaining service
Accuracy: performed right every time
Responsiveness: reactions to unusual situations
Malcom Baldrige National Quality Award
An award established in the US Department of Commerce given annually to companies that excel in quality
