Exam4 - FC - The flashcards are formatted for printing....

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Manufacturing- Based Definition Manufacturing- Based Definition
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Based on the degree to which the product or service conforms to pre-established specifications. “Conformance to Specifications”
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User-Based Definition User-Based Definition
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Based on the ability to meet the needs of the user; meeting customer expectations; fitness for intended use. “Fitness for Use”
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Value-Based Definition Value-Based Definition
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Based on a relationship between usefulness and price, combining economics with user criteria (Motel 6 vs. Hilton). “Value for Price Paid”
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Support-Based Definition Support-Based Definition
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Based on the level of post purchase services provided to support the product or service (24/7 call services). “Support Services”
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Psychological- Based Definition Psychological- Based Definition
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Based on image, expense, reputation, luxuriousness, etc. (the Ritz, Rolex) “Psychological Criteria”
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Perspectives on Quality Product-Based Definition
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Based on differences in the quantity of some attribute of the product or service (getting more of something; different features). Different individuals’ assessment of quality under different circumstances; doesn’t consider technical aspects, but customer expectations.
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1. Conformanc e 2. Performance 3. Reliability 4. Features 5. Aesthetics 1. Manufacturing- based definition 2. Value-based definition 3. Psychological- based definition 4. Product-based definition 5. User-based definition n
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6. Durability 7. Serviceabilit y 6. Support-based definition
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Perspectives on quality: Dimensions of product quality:
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Performance Conformance
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The degree to which a product’s physical and performance characteristic match pre-established standards. The primary operating characteristics of a product.
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Features Reliability
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The probability that a product will function as expected without failure; surviving over a specific period of time under normal conditions of use. The secondary characteristics that supplement the product’s basic functioning; special touches, appointments, or accessories of a product (“bells and whistles,” not
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necessary options).
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Serviceability Durability
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The amount of use a product will provide before it physically deteriorates or until replacement is necessary; the ability of a product to function when subjected to hard and frequent use The ability to have a product repaired in a speedy, courteous, and competent manner.
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(exceeding performance above and beyond call).
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Conformance Aesthetics
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Sensory perceptions of a product; the look, feel, sound, taste, or smell of a product. One might judge the ____ of the car by considering such things as the fit and finish of the upholstery, the tightness of closed doors and compartments, and the freedom from rattling
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and vibrating noises.
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Reliability Performance
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distance, steering, and handling could all be used to measure the ____ characteristics of the automobile. The car’s ability to start
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This note was uploaded on 09/08/2011 for the course MAN 3520 taught by Professor Stephengoodman during the Spring '10 term at University of Central Florida.

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Exam4 - FC - The flashcards are formatted for printing....

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