Class Notes (807,638)
Canada (492,764)
GMS 401 (277)

GMS 401 Notes.docx

4 Pages
Unlock Document

Ryerson University
Global Management Studies
GMS 401
Kirk Bailey

Quality - If the item performs the function for which it was intended, the item has quality. If not, it LACKS quality. Standard - A generally accepted set of specifications as to what an item should be. ISO - world wide standard OHSAS 8001 -  “What is OHSAS 18001?  OHSAS 18000 is an international occupational health and safety management system specification. It comprises two parts, 18001 and 18002 and embraces BS8800 and a number of other publications.  Who Wrote It?  OHSAS 18001 was created via a concerted effort from a number of the worlds leading national standards bodies, certification bodies, and specialist consultancies.  How Can it Help?  OHSAS helps in a variety of respects... it helps: minimise risk to employees/etc; improve an existing OH&S management system; demonstrate diligence; gain assurance; etc. The benefits can be substantial .” . Dimensions of Quality  Performance: main characteristics or function of the product.  Aesthetics: appearance, feel, taste, smell.  Special Features: extra characteristics or secondary functions.  Safety: reduction or elimination of risk of injury or harm.  Reliability: consistency of performance over time (not failing for a certain length of time) (Recall MTBF from Ch. 4S?)  Durability: Long Life  Perceived Quality: Subjective evaluation (e.g. reputation, image)  Service after Sale : warranties, maintenance, and handling of complaints  Latent quality: Assumed quality (not expressed by customers but important) Service Quality  An office cleaner: “What is clean”—opinions vary on this.  Tangibles: physical appearance of the facility, equipment, personnel, and communication materials.  Convenience: availability and accessibility of the service.  Reliability: ability to perform a service dependably, consistently, and accurately.  Responsiveness: willingness of the service provider to help customers in unusual situations and to deal with problems.  Time: The speed with which the service is delivered.  Assurance: The knowledge exhibited by personnel and their ability to convey trust and confidence. Courtesy: the way customers are treated by employees. Determinants of Quality A product’s QUALITY is determined during: 1. Product design. 2. Process design. 3. Production. QFD - Should be used to translate the customer requirements into technical attributes of the product and their target values (specifications) Conformance to Design Specs - The DEGREE to which the produced goods or services conform to or achieve the specifications of the designer(s). Specification - tells suppliers EXACTLY what you want the item or service you’ve ordered to be. It must be precise and complete with nothing vague or you could end up with an item that meets specs but still doesn’t function as you had expected Cost of Quality Internal Failure Costs External Failure Costs Appraisal (Detection) costs Prevention costs Deming's 14 Points Table 9-4 Juran’s 10 steps for continuous improvement:  Build awareness for the need and opportunity for quality improvement.  Set goals for improvement.  Organize people to reach the goals.  Provide
More Less

Related notes for GMS 401

Log In


Don't have an account?

Join OneClass

Access over 10 million pages of study
documents for 1.3 million courses.

Sign up

Join to view


By registering, I agree to the Terms and Privacy Policies
Already have an account?
Just a few more details

So we can recommend you notes for your school.

Reset Password

Please enter below the email address you registered with and we will send you a link to reset your password.

Add your courses

Get notes from the top students in your class.