Quality_Management

Quality_Management - QUALITY CONTROL Quality Control...

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QUALITY CONTROL Chapters 9&10 Quality Control
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QUALITY CONTROL Learning Objectives Understand the importance of quality and quality management Explain the elements of the quality control process Apply control charts to monitor a process Control Charts for Variables Control Chart for Attributes
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QUALITY CONTROL Quality : Ability of a product or service to consistently meet or exceed customer expectations. Consumers view certain aspects more important associate these with quality Dimension Automobile Auto Repair 1. Performance 2. Aesthetics 3. Special features Convenience High tech Everything works, fit & finish Ride, handling, grade of materials used Interior design, soft touch Gauge/control placement Cellular phone, CD player All work done, at agreed price Friendliness, courtesy, Competency, quickness Clean work/waiting area Location, call when ready Computer diagnostics
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QUALITY CONTROL 5. Reliability 6. Durability 7. Perceived quality 8. Service after sale Infrequency of breakdowns Useful life in miles, resistance to rust & corrosion Top-rated car Handling of complaints and/or requests for information Work done correctly, ready when promised Work holds up over time Award-winning service department Handling of complaints 4. Safety Antilock brakes, airbags Separate waiting area Dimension Automobile Auto Repair Dimensions of Quality (contd.)
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QUALITY CONTROL Determinants of Quality Quality of design Capability of production (M/C, equip., labor) Quality of conformance Ease of use After sales service quality Consequences of Poor Quality Loss of customers Liability (due to damage & injury) Productivity problems Costs
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QUALITY CONTROL Costs of Quality Internal Failure Costs Costs incurred to fix problems that are detected before delivery to the customer.
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Quality_Management - QUALITY CONTROL Quality Control...

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