COMM 225 Study Guide - Final Guide: Full-Time Equivalent, Dmaic, Poisson Distribution
31 Jan 2017
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Document Summary
Quality: the ability of a g/s to consistently meet or exceed customer expectations. A product"s quality is determined during the product design, the process design, & the production. Pride of workmanship => division of labour, can no longer associate with final product. But, this lead to product dimensions, which allowed for inter changeable parts & producing to specifications. Quality control: monitoring, testing & correcting quality problems after they occur. Responsibility shifted from foremen to full-time quality inspectors. Quality assurance: providing confidence that a product"s quality will be good by preventing defects before they occur. Total quality management: greater emphasis on customer satisfaction in this approach. It involves all levels of management as well as workers. 3 main features: continuous improvement, involvement of everyone, & customer satisfaction. Dimensions of quality of goods: performance (main characteristic/function, aesthetics, special features, safety, reliability, durability, perceived quality, service after sale, latent quality (assumed quality). Dimensions of service quality: tangibles, convenience, reliability, responsiveness, time, assurance, courtesy.
