Q9E-Summary of Key Points and Terminology - Chapter 1

Q9E-Summary of Key Points and Terminology - Chapter 1 -...

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Managing for Quality and Performance Excellence, 9 th Edition Summary of Key Points and Terminology Chapter 1 – Introduction to Quality Of the three determinants of profitability – productivity, cost, and quality – the most significant factor in determining the long-run success or failure of any organization is quality. Quality is defined from many viewpoints. These include transcendent (judgmental) quality, product- and value-based quality, fitness for use (user- based), conformance to specifications (manufacturing-based), and customer perspectives. The official definition of quality is “ the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. ” Many businesses today define it as “ meeting or exceeding customer expectations .” An understanding of the user-based perspective requires a definition of customers and related terms. Thus, customers also include consumers , who ultimately use a product; external customers , who may be intermediaries between the producer and the consumer; and internal customers , who are the recipients of goods and services from suppliers within the producing firm. Specifications, which are key to the manufacturing perspective, are defined as targets and tolerances determined by designers of products and services. The history of quality extends from the 12 th Century B.C. Zou Dynasty in China, through the age of Craftsmanship which saw the transition from informal quality to the Industrial Revolution, in the 18 th and 19 th Century, with its challenges of interchangeable parts, specifications, and mating parts.
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  • Spring '14
  • GaryE.Rafe
  • Management, W. Edwards Deming, Joseph Juran

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