OM 300 Test 3

OM 300 Test 3 - OM 300 Test 1: Chapter 5 Learning...

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OM 300 Test 1: Chapter 5 Learning Objectives Explain the meaning of TQM Identify the costs of Quality Describe the evolution of TQM Identify Quality leaders and their contributions Identify key features of the TQM philosophy Describe tools identifying and solving quality problems Describe quality awards and quality certifications Defining Quality Definition of quality is dependent on the people defining it There is a lack of a single, universal definition of quality 5 common definitions include o Conformance to specifications o Fitness for use o Value for price paid o Support services o Psychological criteria Defining Quality – 5 Ways Conformance to specifications o Does product/service meet targets and tolerances defined by designers? Fitness for use o Evaluates performance for intended use Value for price paid o Evaluation of usefulness vs. price paid Support services o Quality of support after sale Psychological o e.g. Ambiance, prestige, friendly staff Manufacturing Quality vs. Service Quality Manufacturing quality focuses on tangible product features o Conformance, performance, reliability, features Service organizations produce intangible products that must be experienced o Quality often defined by perceptional factors like courtesy, friendliness, promptness, waiting time, consistency Cost of Quality Quality affects all aspects of the organization
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Quality has dramatic cost implications of; o Quality control costs Prevention costs Appraisal costs o Quality failure costs Internal failure costs External failure costs Cost of Quality – 4 Categories Early detection/prevention is less costly May be less by a factor of 10 Evolution of TQM – New Focus Quality Gurus TQM Philosophy TQM Focuses on identifying quality problem root causes Encompasses the entire organization Involves the technical as well as people Relies on seven basic concepts of o Customer focus o Continuous improvement o Employee empowerment o Use of quality tools o Product design o Process management Managing supplier quality
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TQM Philosophy - concepts Focus on Customer o Identify and meet customer needs o Stay tuned to changing needs, e.g. fashion styles
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This note was uploaded on 02/11/2009 for the course OM 300 taught by Professor Hill during the Spring '08 term at Alabama.

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OM 300 Test 3 - OM 300 Test 1: Chapter 5 Learning...

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