BU385 Lecture 3: BU-375 Lecture 3
Document Summary
Defining quality: degree or level of excellence, totality of features and characteristics that satisfy needs without deficiencies. If the product/service does what it"s supposed to: quality of design, quality characteristics in a product/service. Quality: producer"s perspective: quality of conformance: making sure product/service is produced according to design, depends on, design of production process, performance level of machinery, equipment, technology, materials, employee training & supervision, statistical quality-control techniques. Dimensions of quality: services: time & timeliness, length of time customer must wait, completeness. Is everything provided that was asked for: courtesy, treatment of customers, consistency, same level of service each time, accessibility & convenience, how easy is it to obtain service, accuracy. Division of labour: quality control shifts to full time inspectors. Deming"s 14 points: create a constancy of purpose, adopt philosophy of prevention, cease mass inspection, select a few suppliers based on quality, constantly improve system and workers, eliminate fear among employees, eliminate barriers between departments.
