RSM322 TopicG - 3/8/2011 1 2 Agenda Strategic Importance of...

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1 Topic G The Management and Control of Quality While you are waiting, please take out and display your name cards 1 Agenda Strategic Importance of Quality Measuring Quality 2 Strategic Importance of Quality Quality is the total level of customer satisfaction with a product or service Design quality : difference between what the customer expects and the product/service design Performance quality : difference between the design specifications and the actual performance Quality is important for all companies regardless of whether they pursue a niche, cost leadership or product differentiation strategy 3 Generally accomplished through the use of accounting data and relevant costing analysis Six Sigma is a tool that is used to set quality expectations : It is successful when the following steps are followed: Provide leadership and resources Implement reward system
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RSM322 TopicG - 3/8/2011 1 2 Agenda Strategic Importance of...

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