quality management - Quality Management 1. Define the term...

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Quality Management1.Define the term Quality management. What are the dimensions of quality?Differentiate between Quality Control and Quality Assurance.DefintitionThe act of overseeing all activities and tasks needed to maintain a desired level of excellence. Thisincludes creating and implementing quality planning and assurance, as well as quality control and qualityimprovement. It is also referred toas total quality management (TQM).Quality management ensures that an organization, product or service is consistent. It has four maincomponents: quality planning, quality control, quality assurance and quality improvement. Qualitymanagement is focused not only on product and service quality, but also the means to achieve it. Qualitymanagement therefore uses quality assurance and control of processes as well as products to achievemore consistent quality.Dimensions of QualityEight dimensions of product quality management can be used at a strategic level to analyze qualitycharacteristics. The concept was defined by David Garvin. Some of the dimensions are mutuallyreinforcing, whereas others are not—improvement in one may be at the expense of others.Understanding the trade-offs desired by customers among these dimensions can help build acompetitive advantage. Garvin's eight dimensions can be summarized as follows:1Performance: It is a primary operating characteristic, which determines how well a product or serviceperforms its intended use. Example : sound effect of a TV,durability of cell, fuel economy of a vehicle,etc.2Features :These are particular features that attract customers.Example: leg space in a car, flat picture tube in aTV, etc.3Durability :It is the time frame or volume of use before theproduct or service being replaced orrepaired.Example: number of days a battery performs.4ReliabilityIt is the possibility of breakdown or failure in operation.5Serviceability:It signifies ease and convenience in resolving customer complaints. Expenses ofrepairing and maintenance are also related to it. Example: on-thespotrepair of a mixer grinder within an hour at minimal cost.6Appearance/Feeling::Glance, taste, smell, sound or any other effect perceived by the human sense.Example: noise of a power generator.7Uniformity: Less variety amongst different products of a similar type.8Consistency and Conformance: Conforming to pre-set norms and standard, fairmatching with documentation, being on-time, etc.9Safety: Free of risk from health and environmental issues. Example: golden eye feature of LG television.10Timing: It indicates promised completion time for a particular service. Example: promise kept by anairline inarriving at a particular destination in the scheduledtime.11Customer Service: Post sales service, pre-sales follow up, and duringsales guidance.12Compatibility: Adaptability of a product or service with existing orstandard interfaces. Example : computer peripherals
or other accessories, international power plug, etc.Difference between Quality Assurance and Quality Control:

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Term
Fall
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John

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