According to Management & Business Studies Portal (2015) - Philip Crosby, 14 steps on quality are:-
1. Commitment of Management
2. Team of Quality Improvement
3. Measurement of Quality
4. Evaluation of Cost of Quality
5. Create Quality Awareness Standard
6. Action of Correction
7. Measurement of Quality (for after correction)
8. Set up a committee for Zero Defects Programme
9. Training of Supervisor
10. Zero Defects Day
11. Setting of Goal
12. Removal of Error
13. Recognised and analysis and record
14. Review with quality council to discuss improvement and continue improvement.
Till today, the cost of quality can be defines as cost in operation of quality department, cost to ensure customer satisfaction and cost on investigation and correcting …show more content…
Referring to Jeffery Miller & Thomas Vollmann (1985) - Improving the products by improve failures in products and warranty period. The tracking and record of cost of quality are not put into full use. This results in higher cost incurred. Taking Japan as an examples, in the early 1950, the products failures rates are high (e.g. Fridge, Fan etc.), the concentration on their research development type focus more onto appraising and increasing the life span of the products, in late 1980, they are well-known for their products have long life span (long-lasting). They then later concentrate more into preventive /maintenance of the products which then in 1990, they had well-known for their after-sale services. Moving on to more personnel into maintaining the products they …show more content…
It help to keep customer. Customer retention needs high service quality (customer quality) and high-quality products. E.g. Daikin/Mitsubishi Air-Condition– which is provides good quality products (Low cost and energy saving) and good after-sale customer services (Servicing and repair of air condition within 2 business days and ensure explanation and analyzed are shown to client for clarification). This help them in grow their market share and putting them at competitive edge. It also help to build trust. Long-term relationship and new source of customers when consumers post review online or share experiences with friends. It is essential to improve quality level to perfection.
Crandall, Richard E;Julien & Oliver (2010) supported that Quality together with costs, flexibility and time in responding is an important survival for most businesses. Some cost are intangible and difficult to contact and may cause destruction in business. Thus the quality concept keep changing. Hence quality are into product quality and service quality. New edge generation where social media are highly in use and any poor service quality, the social media will be a fast ways in “promoting” your
1. Commitment of Management
2. Team of Quality Improvement
3. Measurement of Quality
4. Evaluation of Cost of Quality
5. Create Quality Awareness Standard
6. Action of Correction
7. Measurement of Quality (for after correction)
8. Set up a committee for Zero Defects Programme
9. Training of Supervisor
10. Zero Defects Day
11. Setting of Goal
12. Removal of Error
13. Recognised and analysis and record
14. Review with quality council to discuss improvement and continue improvement.
Till today, the cost of quality can be defines as cost in operation of quality department, cost to ensure customer satisfaction and cost on investigation and correcting …show more content…
Referring to Jeffery Miller & Thomas Vollmann (1985) - Improving the products by improve failures in products and warranty period. The tracking and record of cost of quality are not put into full use. This results in higher cost incurred. Taking Japan as an examples, in the early 1950, the products failures rates are high (e.g. Fridge, Fan etc.), the concentration on their research development type focus more onto appraising and increasing the life span of the products, in late 1980, they are well-known for their products have long life span (long-lasting). They then later concentrate more into preventive /maintenance of the products which then in 1990, they had well-known for their after-sale services. Moving on to more personnel into maintaining the products they …show more content…
It help to keep customer. Customer retention needs high service quality (customer quality) and high-quality products. E.g. Daikin/Mitsubishi Air-Condition– which is provides good quality products (Low cost and energy saving) and good after-sale customer services (Servicing and repair of air condition within 2 business days and ensure explanation and analyzed are shown to client for clarification). This help them in grow their market share and putting them at competitive edge. It also help to build trust. Long-term relationship and new source of customers when consumers post review online or share experiences with friends. It is essential to improve quality level to perfection.
Crandall, Richard E;Julien & Oliver (2010) supported that Quality together with costs, flexibility and time in responding is an important survival for most businesses. Some cost are intangible and difficult to contact and may cause destruction in business. Thus the quality concept keep changing. Hence quality are into product quality and service quality. New edge generation where social media are highly in use and any poor service quality, the social media will be a fast ways in “promoting” your