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15 Cards in this Set
- Front
- Back
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Superior quality can
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enhance the reputation of the firm, increase its market share, increase the loyalty of the customers, reduce the risk of liability claims, reduce costs, and increase productivity.
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Quality is defined as
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the ability of a product or service to consistently meet or exceed customer expectations.
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Operational definitions of quality for products generally refer to
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performance, special features, conformance to expectations, reliability, durability, service after delivery, aesthetics, safety, and perceived quality.
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Operational definitions of quality for services generally refer to
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tangibles, convenience, reliability, responsiveness, time, assurance, and courtesy.
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The consequences of poor quality relate to
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loss of business, deterioration of the firm’s reputation, product liability and higher costs and expenses.
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Costs can be categorized as
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failure costs, appraisal costs, and prevention costs
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Has the ultimate responsibility for quality
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top management
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has the responsibility to ensure the features of a product of service or preocesses that will be required to produce the products and services
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design
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has the responsibility for obtaining goods and services that ill not detract fro mthe quality of the organizations goods and services
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procurement
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has the responsibility to ensure that processes yeild products and services that conform to design specifications
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production/operations
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has the responsibility for gathering and analyzing data on problems and working with operations to solve problems
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quality assurance
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responsibility for ensuring that goods are not damaged in gransit, packages are labeled and instrucitons are included
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packaging and shipping
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has the responsibility for determining customer needs and communicating them to the appropriate areas of organization
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marketing and sales
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has the responsibility to ocmmunicate that infomration to appropriate departments, deal in a reasonable manner with customers, work to resolve problems and follow up to confirm that the situation has been effectively remidied
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customer service
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Costs of quality can be classified into three categories
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appraisal
prevention failure |
