GMS 401 Chapter Notes - Chapter 6: Formal System, Brainstorming, Pairwise Comparison
28 Sep 2016
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The quality of a product or service is a customer"s perception of the degree to which the product or service meets his or her expectations. Quality: is the ability of a product or service to consistently meet or exceed customer expectations. Quality control is monitoring, testing, and correcting quality problems after they occur. Quality assurance is providing confidence in a products quality by preventing defects before they occur. Best-in-class: means being the best product or service in a particular class of products or services. World-class: means that each of its products and services are considered best-in-class by its customers. Pre-industrial revolution craftsmanship: each craftsman responsible for quality. Industrial revolution division of labour: quality control shifts to full time inspectors. Aesthetics not the best judge of quality. Product design: intention of designers to include or exclude features that customers require. Process design: translating product characteristics into process specifications and tolerances.
