ADMS 3510 Chapter Notes - Chapter 17: Total Quality Management, Iso 14000, Iso 9000

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Total quality management: unyielding and continuous effort by everyone in the organization to understand meet and exceed the expectations of customers. Iso (international organization for standardization): specialized agency formed to standardize practices for quality management. Iso 9000: provide guidance and tools for companies and organizations that want to ensure that their products and services consistently meet customers" requirements and that quality is consistently improved. Iso 14000: standards that relate to environmental management, processes in place that ensure the ability of an organization to identify and control its environmental impact and constantly improve its environmental performance. Quality: total level of customer satisfaction with the organization"s product or service. Design quality: extent to which actual product design matches customer expectations. Performance quality: extent to which the actual performance of the product matches design specification of the product. Define the problem and specifies the deliverable of the project. Analyze uncover root causes of an underlying quality problem.

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