GMS 401 Lecture Notes - Lecture 3: Liquid Oxygen, Health Canada, 18 Months
10 Oct 2017
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Document Summary
Lo1: define the term quality, describe the evolution of quality management, discuss dimensions and determinant of quality, describe various costs associated with quality and discuss philosophies of quality gurus. Quality: the ability of a good or service to consistently meet or exceed customer expectations. Prior to industrial revolution: skilled craftsmen performed all stages of production, pride of workmanship and reputation often provided the motivation to see that a job was done right. Lengthy guild apprenticeships caused this attitude to carry over to new workers. Moreover, one person or a small group of people were responsible for an entire product. In many instances, 100-percent inspection was performed at the end of the production line. Service quality: tangibles, convenience, reliability, responsiveness, time, assurance, and. Courtesy: tangibles the physical appearance of facility, equipment, personnel, and communication materials, convenience the availability and accessibility of the service.
