GMS 401 Lecture Notes - Total Quality Management, Preventive Maintenance, Customer Service
16 Oct 2011
School
Department
Course
Professor
Document Summary
Quality: the quality of a product or service is a customer"s perception of the degree to which the product or service meets his or her expectations. Performance: main characteristics or function of the product. Durability: the useful life of the product or service. Customer service: warranties, maintenance and handling complaints. Safety: elimination or reduction of risk of injury or harm. Quality of design: characteristics designers specify for a product or a service. Quality of conformance: the degree to which goods and services conform to the specifications of the designers. Liability: when it comes to injury from the product. Productivity: poor quality slows down productivity as some items have to be reworked. Everyone in the organization has some responsibility for quality, but certain areas of the organization are involved in activities that make them key areas of responsibility. Scrap and rework: rescheduling, repairing, retesting internal failures.
