COMMERCE 4OB3 Lecture : 3QC3-CH2.docx

• School: McMaster University
• Department: Commerce
• Course: COMMERCE 4OB3
• Professor: Fouzia Baki

Document Summary

Fitness for use: is how well the product or service does what it is supposed to do. Quality of design: involves designing quality characteristics into a product or service. Performance, features, reliability, conformance, durability, serviceability, aesthetics, safety, other perceptions. Time and timeliness, completeness, courtesy, consistency, accessibility and convenience, accuracy, and responsiveness. Quality of conformance: making sure the product or service is produced according to design. Deming"s approach to quality management advocated continuous improvement of the production process to achieve conformance to specifications and reduce variability. 2 primary sources of process improvement: eliminating common causes of quality problems, eliminating special causes.