DANCEST 805 Lecture 20:
Document Summary
These quality traits apply equally well to goods and services. Dimensions of product/service quality are such as performance, features, reliability, durability, conformance, aesthetics, support and perceived quality. Quality management is fundamentally a business management approach, in that it encompasses many functional areas and activities both within and across companies in the supply chain. Quality management principles need to permeate throughout the supply chain, quality is an important consideration when selecting partners and suppliers. Managers within the whole company influence a product"s quality with their decisions, such as marketing, sales, finance, accounting, human resources, manufacturing, supply, logistic managers and product, process engineers. Some of the philosophical elements of quality management have been around since the industrial revolution. The following table summarizes the contributions of major quality gurus: The customer is the final arbiter of quality. Cost of quality analysis highlights need for change. Quality is free; zero defects is an appropriate goal.
