MGT 302 Chapter Notes - Chapter 10: Total Quality Management, Six Sigma, Service Design
8 Jan 2017
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Document Summary
Total quality management- managing the entire organization so that it excels on all dimensions of products and services that are important to the customer. Careful design of the product or service. Assurance that the organization"s systems can consistently produce the design. Design quality- the inherent value of the product in the marketplace. Conformance quality- the degree to which the product or service design specifications are met. Quality at the source- making the person who does the work responsible for ensuring that specifications are met. Dimensions of quality- criteria by which quality is measured. Cost of quality- expenditures related to achieving product or service quality, such as the costs of prevention, appraisal, internal failure, and external failure. The costs of quality are generally classified into four groups: Appraisal costs- costs of the inspection, testing and there tasks to ensure that the product or process is acceptable. Prevention costs- the sum of all the costs to prevent defects.
