scm2160 Quality Mgt S10.2.pptx - MANAGING QUALITY • Text pg...

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MANAGING QUALITYText pg 208-235;239-241Students may submit summary report at start of nextclass
Q1) AS A CONSUMER WHAT WOULDPREVENT YOU FROM BUYING A PRODUCT?
IMPORTANCE OF QUALITYBad experience or bad storiesOnline reviewsMediaConsistent quality or high performance design
QUALITY MANAGEMENT- GENERALCONCEPTSCustomer satisfactionEmployee involvementContinuous improvement
PIONEERS OF QUALITYMANAGEMENTDeming-use statistical process control (SPC) to evaluatequality through the processJuran –looks at quality planning,quality control, andimprovementCrosby- explores costs of poor quality. Believed in organizationcommitments to quality
ASPECTS TO QUALITY ANDCUSTOMER SATISFACTIONBasic performance-meet basic needsSupplemental features-extra features may be availableReliability- works as requiredDurability-how long will it last?

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