GMS 401 Chapter Notes - Chapter 6: Quality Circle, Check Sheet, Hazard Analysis
28 Jun 2018
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GMS – Chapter 6 – Management of Quality
Quality – the ability of a G or S to consistently meet or exceed customer expectations
Quality control – monitoring, testing, and correcting quality problems after they occur
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 and involves all levels of
management in a continuing effort to increase quality
Continuous improvement – never ending improvements to key processes
Dimensions of quality
Quality of goods
oPerformance
oAesthetics – appearance, feel, smell, taste
oSpecial features
oConformance – how well a product corresponds to design specifications
oReliability
oDurability
oPerceived quality
oServiceability – handling of complaints and repairs
Service quality
oTangibles – appearance of facility, equipment, personnel and communication
materials
oConvenience
oReliability
oResponsiveness
oTime
oAssurance – knowledge exhibited by personnel and ability to convey trust and
confidence
oCourtesy
oConsistency
A products quality is determined by (1) product design (2) process design and (3) production
Conformance to design specifications during production – the degree to which produced G or
S conform to the specification of the designers
Businesses with good quality tend to be more profitable, helps the organization differentiate its
product from competitors and enhance reputation of quality and lower manufacturing and
warranty costs
Failure costs – costs caused by defective parts or products
find more resources at oneclass.com
find more resources at oneclass.com
Document Summary
Gms chapter 6 management of quality. Quality the ability of a g or s to consistently meet or exceed customer expectations. Quality control monitoring, testing, and correcting quality problems after they occur. 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 and involves all levels of management in a continuing effort to increase quality. Continuous improvement never ending improvements to key processes. Quality of goods: performance, aesthetics appearance, feel, smell, taste, special features, conformance how well a product corresponds to design specifications, reliability, durability, perceived quality, serviceability handling of complaints and repairs. Service quality: tangibles appearance of facility, equipment, personnel and communication materials, convenience, reliability, responsiveness, time, assurance knowledge exhibited by personnel and ability to convey trust and confidence, courtesy, consistency. A products quality is determined by (1) product design (2) process design and (3) production.
