COMMERCE 2OC3 Lecture Notes - Lecture 12: Statistical Process Control, Total Quality Management, Six Sigma
10 Feb 2018
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Products have a good performance, more features, timely customer service, comprehensive warranties. Conformance to standards, output meets design specification, few defects. The totality of features and characteristics (product-centric) of a product or service that bears on its ability to satisfy stated or implied needs (user- centric) A standard is a set of common procedures and metrics that assures both customers and suppliers that a level of quality us being adhered to (such as customer response times, number of defects, etc. ) Examples: dairy farmers of canada (milk), alberta beef producers, Anything that can go wrong, will go wrong. Make your production process right the first time, before it goes wrong for the consumer later. Encompasses entire organization, from the supplier, to the wholesaler, to the customer. Stresses a commitment by management to have a continuing, company wide drive toward excellence in all aspects of products and services that are important to the customer.
