GMS 401 Lecture Notes - Lecture 7: Malcolm Baldrige National Quality Award, Iso 14000, Quality Management System
13 Mar 2017
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Winter 2017: prevention costs reducing the potential for defects, appraisal costs evaluating products, parts, and services, external costs defects discovered after delivery. Internal failure producing defective parts or service before delivery: quality drives the productivity machine. Intangible expectations customers have of those products and services. Service quality: the operations manager must recognize, the tangible component of services is important, the service process is important, the service is judged against the (cid:272)usto(cid:373)e(cid:396)"s e(cid:454)pe(cid:272)tatio(cid:374)s, exceptions will occur, determinants of service quality. Iso 9000 series (europe/ec: common quality standards for products sold in europe (even if made in u. s. , 2008 update places greater emphasis on leadership and customer requirements and satisfaction. Iso 14000 environmental standard: core elements, environmental management, auditing, performance evaluation. Life cycle assessment: advantages, positive public image and reduced exposure to liability, compliance with regulatory requirements and opportunities for competitive. Systematic approach to pollution prevention advantage: reduction in multiple audits, de(cid:373)i(cid:374)g"s 14 poi(cid:374)ts, create consistency of purpose, lead to promote change.
