GMS 401 Study Guide - Overproduction, Manufacturing Resource Planning, Check Sheet
Document Summary
Introduction: quality refers to the ability of a good or service to consistently meet or exceed customer expectations. Evolution of quality management: prior to industrial revolution, skilled craftsmen performed all stages of production. Pride of workmanship and reputation often provided the motivation to see that a job was done right. Lengthy guild apprenticeships caused this program to carry over to new workers: division of labour accompanied the industrial revolution; each worker was then responsible for only a small portion of each product. Determinants of quality: product design: is the starting point for the level of quality eventually achieved. Product design involves decisions about the characteristics and specifications of a product such as size, shape, and material. Quality is what the customer demands or requires. Costs of quality: failure costs: incurred by defective parts or products. Internal failures: those discovered during production: external failures: discovered after delivery to the customer.