GMS 401 Lecture Notes - Lecture 6: Management System, Iso 9000

• School: Ryerson University
• Department: Global Management Studies
• Course: GMS 401
• Professor: Keith Whelan

Document Summary

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. The ability of a product or service to consistently meet or exceed customer expectations. Quality control is monitoring, testing, and correcting quality problems after they occur. Quality assurance is providing confidence in a products quality by preventing defects before they occur. Customers" expectations of quality are not the same for different classes of products or. Best-in-class quality means being the best product/service in a particular class of. Being a world-class company that each of its products and services are considered best- in-class by its customers services products/services. Dimensions of quality (pretty affiah showed dude real stuff- cool) Product design: intention of designers to include or exclude features that customers require. Process design: translating product characteristics into process specifications and tolerances. Production: the degree to which goods/services conform to design specifications.