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Unformatted text preview: 1. Not just manufacturing; interfunctional teams (purchasing, design, marketing) share responsibility ii. Zero defects 1. Motivation and incentives to change and improve attitudes of employees iii. Quality can hurt you if you ignore it IV.8 dimensions of quality a. Features i. Bells and whistles (bad view) ii. Choices, options (ok view) iii. Custom build it yourself (great view) 1. Ford and all b. Reliability i. When (and how often) does it need to be repaired c. Durability i. When does it need replacement d. Conformance i. Does it meet established standards 1. Target range ii. Service as well as manufacturing e. Performance i. Acceleration handing, safety, comfort ii. Fast food f. Serviceability i. Speed, courtesy, competence, case of repair, complaint handling ii. Ex: Nordstroms Aesthetics iii. Look and feel g. Perceived quality i. Reputation, brand name...
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- Fall '09