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28 Cards in this Set
- Front
- Back
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Dimensions of Quality
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Performance
Features Reliability Durability Conformance Serviceability Aesthetics Perceived Quality |
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Performance
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All components functioning properly
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Reliability
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Gets to point A to point B w/o breaking down
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Durability
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Withstands Wear and tear
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Serviceability
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Ease in cost of maintaining good
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Conformance
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Does it do what its supposed to do as it was designed
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Aesthetics
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Looks
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Perceived Quality
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Perception of Brand
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Dimensions of Quality for Service
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Tangibles
Reliability Responsiveness Competence Trustworthiness Security Access Quality Understanding Customer Quality |
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Tangibles
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Symbol
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Reliability
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Consistent
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Responsiveness
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Readiness of service
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Competence
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Can't do it ourselves
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Trustworthiness
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Could "rup you off"
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Security
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Want to be free from harm
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Access Quality
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Ability to get service
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Understanding Customer Quality
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Knowing what the customer wants
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Technical Quality
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Core element of the good or service
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Functional Quality
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Customer's perception of how a good functions or how a service is delivered
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Elements of a TQM
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Leadership
Employee Involvement Process Excellence (continued improvement) Customer Focus (internal and external) |
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Quality Management
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Philosophy were everyone in the organization works to continuously improve the processes and products in an effort to exceed the needs of the customer
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Problem Solving Method
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Identify Problem
Collect and Analyze Data Option for Improvement Choose best option Monitor It |
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Supply Chain Management
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Total systems approach to managing the entire flow of information, materials and services from supplier to the customer
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Process
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The steps that transform raw material into finished products
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Organizations
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The firms/ businesses that perform functions to transform raw materials into products.
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Functional vs. Innovative Products
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Functional: Cost Effective (staple)
Innovative: Responsive (minimize lead time) aka get products to customers quick |
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Electronic Data Interchange
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Direct link between company and suppliers. Ex: Companies can track Fed Ex Packages through their own computers.
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Quick Response Programs
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Bar Code Tracking. (JIT)
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