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Quality+SM299 - Quality Management Boston University School...

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Quality Management Boston University School of Management Professor J. Robb Dixon Based on a lecture by Professor Peter Arnold
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What is Quality? The ability of a product or service to consistently meet or exceed customer expectations .
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The Customer Internal and External Customer Requirements Customer Satisfaction Conflict between Heterogeneous Customer Populations
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The Customer Who are the customers of the Boston University School of Management?
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The Customer Customers of the School of Management Alumni Boston University Employers Of Students Of Faculty (e.g. consultants) Faculty Governments Potential Students (applicants) Staff (including administration) Universities (other than BU) Students
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The Customer What are the requirements of the student customers at BU SMG?
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The Customer Student Requirements Reputation Qualified Instructors Small Classes Strong, Relevant Curriculum Case Studies Practical Skills Career Services Strong Peer Groups Campus Life Affordable Education Housing Feedback Convenience Fun Varied Learning Experiences
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Poll Qustion 1 Which of the following is most important to you as a BU student? a) Reputation of the institution b) Strong, relevant, rigorous curriculum c) Developing practical skills d) Energizing campus life e) Strong peer group Poll Question 2 To what extent do you agree or disagree with the following? My fellow students have the same goals for their college experience as I do for mine. a) Strongly Disagree b) Disagree c) Neither Agree nor Disagree d) Agree e) Strongly Agree Poll Question 3 Boston University is recognized as a world class institution of higher learning. Poll Question 4 I would characterize the social scene at Boston University as excellent. Poll Question 5 To what extent do you agree or disagree with the following?
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