FARE 3310 Lecture Notes - Lecture 5: Iso 9000, Total Quality Management, Iso 14000

• School: University of Guelph
• Department: Food, Agricultural and Resource Economics
• Course: FARE 3310
• Professor: Predrag Rajsic

Document Summary

Quality and strategy: improving quality helps firms increase sales and reduce costs -> increase productivity, quality- ability for product or service to meet customers needs. Internal quality standards: iso 9000, set of quality standards developed by the international. Positive public image and reduced expose liability. Systemic approach to pollution prevention through the minimization of ecological impact of products and activities. Compliance with regulatory requirements and opportunities for competitive advantage. Improve: by modifying existing processes and procedures. Bell curve: middle is mean, left side is lower limits, right side is upper limits, 3 sigma doesn"t go to the end of both sides. Attribute inspection- classified times as being either good or defective, doesn"t address degree of failure ex. light bulb burns out or not. Variable inspection- measures weight, speed, size, or strength to see if an item falls within acceptable range. Service recovery strategies- train and empower frontline employees to immediately solve a problem x. learn- listen, empathize, apologize, react, notify.