Topic 5 PowerPoint - 1

Topic 5 PowerPoint - 1 - e.g. reputation Definition:...

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Topic 5 (1) Quality Management Dr. Bin Jiang Department of Management
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What is “Quality”? User-based Beauty is in the eye of the beholder Manufacturing-based Make things right first time Value-based Affordable excellence Product-based More is better Quality Zero defect Zero waste Stability Easy use Long durability Good performance
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Dichotomy of Quality Quality is the ability of a product or service to consistently meet or exceed customer expectations. Qua lity
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Dimensions of Qua lity Performance – main characteristics of the product Reliability – consistency of performance Durability – useful life of the product Safety – risk of injury Aesthetics – appearance, feel, etc Service After Sale Perceived Quality
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Unformatted text preview: e.g. reputation Definition: Quality is the ability of a product or service to consistently meet or exceed customer expectations . Continuous Improving Qua lity Definition: Quality is the ability of a product or service to consistently meet or exceed customer expectations. P D C A Plan- a change or a test, aimed at improvement Do- Carry out the change or test Check or Study- the results. What was learned? What went wrong? Act- Adopt the change, abandon it, or run through the cycle again. In Short Understanding quality means looking at your customers . Delivering quality means looking at your process ....
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Topic 5 PowerPoint - 1 - e.g. reputation Definition:...

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