GMS 200 Lecture Notes - Lecture 6: Quality Control, Quality Assurance, Process Design

• School: Ryerson University
• Department: Global Management Studies
• Course: GMS 200
• Professor: Amirmohsen Behjat

Document Summary

Quality: quality is the ability of a product or service to consistently meet or exceed customer expectations . Improvement of quality: quality control: monitoring, testing, and correcting quality problems after they occur, quality assurance: providing confidence in a products quality by preventing defects before they occur. Intention of designers to include or exclude features that customers require: process design: Translating product characteristics into process specifications and tolerances: production: The degree to which goods or services conform to design specifications. Benefits of good quality: lower warranty costs, flexible pricing, improved reputation. Quality training, planning, customer assessment, : internal failure costs: Fixing problems during production: external failure costs: National quality awards: national quality institute in canada (excellence canada) issues various awards, malcolm baldrige national quality award (usa, deming prize (japan, european foundation for quality management (efqm) excellence award. International quality standards: iso 9000 series (europe/ec)