GMS 401 Chapter Notes - Chapter 9: Statistical Process Control, Total Quality Management, Deming Prize
21 Nov 2012
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Document Summary
Quality: the ability of good or service to consistently meet or exceed customer expectations. Prior to the increased level of japanese competition in the north american marketplace in. 1980s, quality was not the uppermost in the minds of the management. Focus was on cost, quantity and production rather than quality. Quality control: is monitoring, testing and correcting quality problems after they occur. During the 1950s, quality movement started to evolve into quality assurance: is providing confidence in a products quality by prevent defects before they occur. Division of labour: quality control shifts to full time inspectors. Dimensions of quality of goods: performance, aesthetics, special features, safety, reliability, durability, perceived quality, service after, and latent. Perceived quality - indirect evaluation of quality (e. g. reputation) Tangibles the physical appearance of facility, equipment, personnel, and communication materials. Reliability the ability to perform a service dependably, consistently, and accurately for certain length of time.
