Week 11 - 2

Question 1

Operations perspective

Answer 1

Consistent performance to customers expectations

= key operations task * need to meet a clear specification

Question 2

Customer perspective

Answer 2

Past experience, individual knowledge and history will all shape customer expectations

=perception * fluctuates, more difficult to measure

Question 3

Gap 1

Answer 3

The customer specification - operations gap (this is not what I asked for bad coffee)

It means the operations standard is below the standard expected by the customer

Question 4

Gap 2

Answer 4

The concept-specification gap

The organization hasn’t produced what is set
out to do at the concept stage.
Its final product doesn’t align with the original
concept design or purpose.

“That’s not what we meant to do…..”
not logo on the cup of coffee

Question 5

Gap 3

Answer 5

The quality specification-actual quality gap

Perceived quality could be poor because of
a mismatch between specified quality and
actual quality.

“That’s not good enough…..”
The coffee is too cold

Question 6

Gap 4

Answer 6

The actual quality-communication image gap

External communications/market image and the actual quality of the product or service do not align.
Marketing has set unachievable expectations
Operations are not capable

“That’s not what we expected….”
“That’s not what we’re capable of…..”

Question 7

List and describe the 6 steps required to achieve conformance to specification

Answer 7

Define the quality characteristics (taste,color)
Decide how to measure
Set quality standards
Control quality against the standards
Find and correct causes of poor quality
Continue to make improvements

Question 8

Type 1 and Type 2 error

Answer 8

Type 1 - involves making corrections where none are needed

Type 2 - Involves not making corrections, where they are in fact, needed

Question 9

Total quality management

Answer 9

An effective system for integrating quality development, quality maintenance and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical level’s which allows for full customer satisfaction

Question 10

TQM means

Answer 10

Meeting the needs and expectations of customers

Covering all parts of the organization

Including every person in the organization

Examining all cost which are related to quality, and getting things ´right first time´

Developing the systems and procedures which support quality and improvement potentially including ´ quality awards´