Chapter 9 Mgt of Quality

Chapter 9 Mgt of - Chapter9 ManagementofQuality ManagementofQuality ,so choiceJackWelch ManagementofQuality:History Priorto1970,80sfocusonvolume

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     Chapter 9 Management of Quality
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    Management of Quality      We want to make our quality so special,  so valuable to our customers, so  important to their success that our  products become their only real value  choice”    Jack Welch
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       Management of  Quality: History                  Prior to 1970, 80’s focus on volume  not quality Japanese entry into the US – focus on  quality   Since late 1980’s US companies have  made significant improvement Too little, too late?
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       Management of  Quality: Defined                   Def: Quality is the ability of a  product/service to   consistently   meet or  exceed   customer   satisfaction   and  expectations Focus is on the customer, not on the  product.  
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        Management of  Quality: What is it?                   What is “Quality”:  Old vs New Ability to perform – Performance Consistency in performance – Reliability Repair and maintenance - Maintainability Product Life – Durability Aesthetics – appearance, feel (smell, taste)  Consistency with claims  Ease of use Meets/exceeds customer expectations Value 
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        Management of  Quality: What is it?                   What is “Quality”:  Trend Value Special/extra features Perception  Assurance Consistency
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       Management of  Quality: Dimensions                   Dimensions of Quality: Service Internal factors:   Convenience e.g. location
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This note was uploaded on 08/31/2010 for the course GSC 3600 taught by Professor Verma during the Winter '10 term at Wayne State University.

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Chapter 9 Mgt of - Chapter9 ManagementofQuality ManagementofQuality ,so choiceJackWelch ManagementofQuality:History Priorto1970,80sfocusonvolume

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