ch18 - Chapter18 ManagingServiceandManufacturingOperations

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Chapter 18 Managing Service and Manufacturing Operations Operations Management Managing for Productivity and Quality Productivity Why Productivity Matters Why Productivity Matters *Increased wages and new jobs *More donations to charities *More affordable and better products Kinds of Productivity Partial productivity = Multifactor Productivity Growth Quality Meanings for Quality Car Quality Quality-Related Product Characteristics Serviceability Reva uses a computer diagnostic system that can sync to the owner s cell phone, indicating the type of service the vehicle needs. Characteristics of Service Quality ISO 9000 and 14000 Baldrige National Quality Award *Given to U.S. companies to recognize achievement in quality and business performance *Raises awareness about the importance of quality and performance excellence as a competitive edge Criteria for the  Baldrige National Quality Award *Leadership *Strategic Planning *Customer and Market Focus
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ch18 - Chapter18 ManagingServiceandManufacturingOperations

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