GMS 401 Lecture Notes - Histogram, Frederick Winslow Taylor, Supplier Relationship Management

• School: Ryerson University
• Department: Global Management Studies
• Course: GMS 401
• Professor: Wally Whistance- Smith

Document Summary

Quality: the ability of a product or service to consistently meet or exceed customer expectations. Prior to the increased level of japanese competition in the north american marketplace in the 1980s, quality was not very important. Leading japanese manufacturers toyota, honda, and nissan have build a reputation for quality and reliability in their vehicles. Enhanced reputation for quality, ability to command higher prices, increased market share. Greater customer loyalty, lower liability costs, fewer production or service problems, higher profits. Customers" expectations of quality are not the same for different classes of products or services. Best-in-class quality means being the best product or service in a particular class of products or services. Being a world-class company means that each of its products and services are considered best-in-class by its customers. Substandard work - defective products, substandard service, poor designs, shoddy workmanship, substandard parts and materials.