ch09_study_out

ch09_study_out - STUDY OUTLINE FOR CHAPTER 9 MANAGEMENT OF...

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STUDY OUTLINE FOR CHAPTER 9 MANAGEMENT OF QUALITY 1. Broadly defined, quality is: 2. How does the modern strategic approach to quality management differ from the former, traditional approach? 3. Briefly describe the contributions of each person: Shewhart Deming Juran Feigenbaum Crosby
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Ishikawa Taguchi 4. List and briefly describe the dimensions on which product quality is often judged: 1) 2) 3) 4) 5) 6) 7) 8) 5. List and briefly describe the dimensions on which service quality is often judged: 1) 2) 3) 4) 5) 6) 7)
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8) 6. The determinants of quality are: 1) 2) 3) 4) 7. What does quality of design refer to? 8. What does quality of conformance refer to? 9. What are some consequences of poor quality? 10. What are some benefits of good quality?
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11. What responsibility does each of these areas of an organization have for quality? Top management Design Procurement Operations
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Quality assurance Packaging and shipping Marketing and sales Customer service
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12. Briefly explain each of these internal costs of quality: Appraisal Prevention Failure 13. What are some of the external costs of quality?
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14. Explain the quality-ethics connection.
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This note was uploaded on 07/19/2011 for the course OMIS 430 taught by Professor C.schnieder during the Spring '10 term at S.E. Louisiana.

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ch09_study_out - STUDY OUTLINE FOR CHAPTER 9 MANAGEMENT OF...

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