buy this full document at ; Chapter 1: Differing Perspectives on Quality Chapter Outline Differing Perspectives on Quality Recognizing Different Perspectives on Quality What is Quality Differing Functional Perspectives on Quality Three Spheres of Quality Other Perspectives on Quality Arriving at a Common Understanding of Quality using a Contingency Perspective of Quality Overview The entire concept of quality is what one of my professors once called an “arm- waiver”. We all intuitively know what it means, yet when we are asked to explain it we just sort of wave our arms. Chapter one defines the terms. The author references various definitions of quality. He makes the distinction between Service and Manufacturing from a quality perspective and delves into “The Supply Chain”. Corporate America has taken the concept of the Supply Chain to heart. In this fifth edition, Mr. Foster has taken the concept of the Supply Chain and made it integral to the subject of quality. Any book on quality must discuss Deming. The Author makes reference to Deming throughout the book. The focal point of the chapter is the question “What is Quality” Mr. Foster supplies a list of topics that can be ideally used in a class discussion: Tangibles Service reliability Responsiveness Assurance Empathy Availability Professionalism Timeliness Completeness buy this full document at
buy this full document at ; Pleasantness The author looks at quality from different perspectives. This list is also an excellent starting point for class discussion: Supply chain Engineering Operations Strategic management Marketing Financial Human resources Chapter one will ideally fit into a standard 100-minute class period. buy this full document at 01-01
buy this full document at ; Discussion Questions 1. Why is quality a difficult term to define? How can we improve our understanding of quality?
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- Management, Malcolm Baldrige National Quality Award, Quality management system