ECON 1 Lecture Notes - Lecture 8: Total Quality Management, Business Process, Process Capability
Document Summary
The characteristics of a product or service that bear on its ability to satisfy stated or implied need. The value perspective: holds that the quality must be judged, in part, on how well the characteristics of a particular product or service align with the needs of a specific user. What constitutes quality can differ from one situation to the next, as well as from one individual to the next. There are 8 dimensions on which users evaluate quality of a product or service: Reliability (how long can a product go until failure) Durability (what is the useful life of a product?) While the value-based perspective focuses on accurately capturing the end user"s need, the conformance perspective focuses on whether or not a product was made or a service was performed as intended. Conformance quality is typically evaluated by measuring the actual product against some preestablished standards. Develop products and services that will meet the user"s requirement. the user"s requirement.
