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Rotman Commerce (1,103)
RSM100Y1 (287)


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Rotman Commerce
John Kloppenbord

Productivity-quality connection Productivity: a measure of economic performance that measures how much is produced relative to the resources used to produce it. Quality: a product’s fitness for use in terms of offering the features that consumers want.  Measuring productivity Labour productivity: partial productivity ratio calculated by dividing gross domestic product by total number of workers.  Productivity among global competitors  Domestic productivity  Manufacturing vs. service productivity  Industry productivity  Company productivity Total quality management (TQM): all the activities necessary for getting high-quality goods and services into the market. Managing for quality  Planning for quality Performance quality: the feature of a product and how well it performs. Quality reliability: the consistency or repeatability of performance.  Organizing for quality  Leading for quality Quality ownership: the idea that quality belongs to each person who creates or destroys it while performing a job.  Controlling for quality Tools for total quality management Competitive product analysis: process by which a company analyzes a competitor’s products to identify desirable improvements.  Value-added analysis: the evaluation of all work activities, material flows, and paperwork to determine the value that they add for customers.  Statistical process control (SPC): statistical analysis techniques that allow managers to analyze variations in production data and to detect when adjustments are needed to create products with high-quality reliability.  Process variation: any change in employees, materials, work methods, or equipment that affects output quality.  Control charts: a statistical process control method in which results of test sampling of a product are plotted on a diagram that reveals when the process is beginning to depart from normal operating conditions.  Quality/cost studies: a method of improving product quality by assessing a firm’s current quality-related costs and identifying areas with the greatest cost-saving potential.  Internal failure: expenses incurred during pr
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