ADM 4303 Chapter Notes - Chapter 1-10: Pdca, Quality Management, Statistical Process Control

• School: University of Ottawa
• Department: Administration
• Course: ADM 4303
• Professor: Roger Chouinard

Document Summary

Defining quality: quality can be a confusing concept, partly because people view quality subjectively and in relation to differing criteria. Transcendent (judgmental) perspective: common notion of quality is that it is synonymous with superiority or excellence, walter shewhart first defined quality as the goodness of a product. This view is referred to as the transcendent, or judgmental, definition of quality. It does not provide a means by which quality can be measured or assessed as a basis for practical decisions. Thus, good market research is needed to understand what features customers want in a product. User perspective: as individuals have different wants and needs, and hence, different expectations of a product. This leads to a user-based definition of quality fitness for intended use, or how well the product performs its intended function: applies to companies who adapt their offerings based on consumer wants and feedback.