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12 Cards in this Set
- Front
- Back
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Product quality dimensions |
performance features reliability durability conformance serviceability aesthetics safety perceptions |
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Service quality dimensions |
tangibles assurance reliability empathy responsiveness |
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4 quality costs |
prevention, appraisal, internal failure, external failure |
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Prevention |
costs associated with preventing defects from occurring |
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Appraisal |
costs associated with measuring and inspecting quality of products |
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Internal Failure |
costs associated with the failure of product before delivery to customer |
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External Failure |
costs associate with the failure of product after delivery to customer |
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Quality Tools |
flowchart, histogram, Pareto analysis, fishbone, scatter diagram |
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Flowchart |
measures the process- helps id problems within the process and non-value added steps |
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Pareto |
helps find the 20% that cause 80% of the problems |
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Fishbone |
focuses on the potential causes of problems |
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Scatter Diagram |
shows the relationship between variables |
