BU385 Chapter 9: Management of Quality
Document Summary
Quality the ability of a good or service to consistently meet or exceed customer expectations. Quality of 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. Pre-industrial revolution craftsmanship: each craftsman responsible for quality. Industrial revolution division of labour: quality control shifts to full time inspectors/foremen, each worker responsible for only small portion of each product. 1950s quality assurance: operators given more responsibility for quality during the production process. 1980s total quality management: greater emphasis on customer satisfaction, involves all levels of management and workers: continuous improvement never-ending improvements to key processes as part of total quality management. Conformance how well a product corresponds to design specifications. Performance main characteristics of function of product. Perceived quality subjective evaluation of quality. Reliability consistency of performance over time. Special features extra characteristics or secondary functions. Serviceability handling of complaints or repairs.
