Management and Organizational Studies 3330A/B Chapter Notes - Chapter 10: Quality Function Deployment, Kaizen, Continual Improvement Process
8 Apr 2016
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Document Summary
Deiniion: a measure of the degree of excellence. Product quality of design: degree that quality dimensions are designed into product. Producer quality of conformance: degree that product conirms to speciicaions. Consumer itness for use (saisfacion of needs) or value based (quality for price) American society totality of features and characterisics that saisfy needs. Features (extras: ex. satellite radio, seat warmer. 5 c"s of quality: completeness, consistency, courtesy, communicaion, credibility. Tangible and intangible costs related to managing quality of a good or service. Process improvement: inal product inspecion is too late to ix poor quality, must improve producion process: eliminate common causes (poor design, eliminate special causes (speciic equipment) Coninuous improvement: philosophy of never ending pursuit of high quality (kaizen) Deming wheel: 4 stage process (pdsa, pdca: plan: make plan for improvement of problems, do: implement plan on test basis, study: check to see if plan is working, act: insituionalize improvement.
