CTD 461 Lecture Notes - Lecture 2: Continual Improvement Process, Total Quality Management, Customer Satisfaction
9 May 2017
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Document Summary
Quality product: a quality product is one which meets or exceeds our expectations for its performance over its expected lifetime. Consumers use quality to make decisions: high quality consumers more likely to purchase. Varying quality: challenge to consumers to differentiate, depend on experts. Approaches/perspectives: holistic perspective, product perspective, producer perspective, consumer"s or user"s perspective, value-based approach. Holistic perspective: quality is a characteristic of the product. That which belongs to something and makes or helps to make it what it is: present but dependent on type of product. Performance expectations: recognize it when you see it, the sum of the object"s characteristics. Product perspective: based on holistic perspective incorporating, quality is: Represented by the total of a set of precise and measurable characteristics or components of a finished product. Differences in product quality are attributed to differences n the components/characteristics. Quality may be at any point on quality continuum. Need to make sure addressing consumer expectations.
