CTD 461 Lecture Notes - Lecture 2: Continual Improvement Process, Psychographic, Total Quality Management
Document Summary
A quality product is one which meets or exceeds our expectation for its performance. Chapter 2: linking products, quality, and customers over its expected lifetime. Quality: consumers use quality to make decisions. High quality consumers more likely to purchase: globalization. Approaches/perspectives: holistic perspective, product perspective, producer perspective, co(cid:374)su(cid:373)er"s or user"s perspecti(cid:448)e, value-based approach. Holistic perspective: quality is a characteristic of a product. Belongs to something and makes/help to make it what it is: present but dependent on type of product, the sum of the objects characteristics, recognize it when you see it. Represented by the total of a set of precise and measurable characteristics or components of a finished product. Differences in product quality are attributes to differences in the components/characteristics. Characteristics can be placed on a continuum. Quality may be at any point on quality continuum. Need to make sure addressing consumer expectations. Assumption: products of acceptable quality will produce the greatest income and profit for the company.
