BU385 Chapter Notes - Chapter 9: Statistical Process Control, Quality Management System, Iso 14000
Document Summary
Quality- ability to consistently meet or exceed customer expectations. Quality control- monitoring, testing and correcting quality problems after they occur. Quality assurance providing confidence that quality will be good; preventing defects before it occurs. Iso 9000; standards for quality management system. Total quality management emphasis on customer satisfaction and continuous effort to increase quality (continuous improvement) Quality can be the characteristics of material or grade of a product or workmanship, performance, reliability or special features. Special features extra characteristics or secondary functions. Conformance how well a product corresponds to design specification. Reliability consistency of performance over time (not failing for certain length of time) Perceived quality subjective evaluation of quality (eg. reputation, image) Fitness for use whatever customers expects in the product. Tangibles physical appearance of facility, equipment, personnel, communication materials. Convenience availability and accessibility of the service. Reliability ability to perform a service dependably, consistently and accurately for a certain length of time.
