BU385 Chapter Notes - Chapter 9: Histogram, Six Sigma, Control Chart
Document Summary
Quality the ability of a good or service to consistently meet or exceed customer expectaions. Quality control monitoring, tesing, and correcing quality problems ater they occur. Quality assurance providing conidence that a product"s quality will be good by prevening defects before they occur. Coninuous improvement never-ending improvements to key processes as part of total quality management. Main characterisics or funcion of the product. Reducion or eliminaion of risk or injury. The physical appearance of facility, equipment, personnel etc. The availability and accessibility of the service. The ability to perform a service dependably, consistently, and accurately. The willingness of service provider to deal with problems. The speed with which service is delivered. The knowledge exhibited by personnel and their ability to convey trust. The way customers are treated by employees. Determinants of quality: product design, process design, producion. Conformance to design speciicaions during producion the degree to which produced goods or services conform to the speciicaions of the designers.
