Management and Organizational Studies 3330A/B Chapter Notes - Chapter 5: Management System, Iso 9000, Check Sheet

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 3330A/B
• Professor: Benjamin Marcus

Document Summary

Products: performance (basic characteristics, features ( extra items, conformance (meeting pre-set standards, reliability (frequency of failure, durability (length of product"s life, serviceability (ease of getting repair, aesthetics (appearance, safety (not causing injury or harm, perceived quality (reputation and intangibles) Services: time and timeliness, accessibility and convenience, accuracy, competence, completeness, consistency, courtesy, responsiveness to unusual circumstances, communication, security, credibility. Quality measures: scrap, rework, number of errors, premium shipping cost, quality index report quality cost relative to some based value (indexing) Management philosophy, continual improvement, cost of quality, zero defects. Organizational focus, customers driven quality, more choices and information, higher expectations, affordable quality. The philosophy of tqm: tqm an organization-wide effort to achieve high product quality based on three guiding principles, customer focus, continual improvement, total participation and teamwork. Customer focus: quality from the customer perspective, obtain customer feedback to help determine customer wants and needs. Continuous improvement: never-ending improvement, constantly seek to improve processes, products, productivity, effectiveness, responsiveness, etc.