3_-_Quality_WEB

3_-_Quality_WEB - DS412 OPERATIONS MANAGEMENT QUALITY...

Info iconThis preview shows pages 1–10. Sign up to view the full content.

View Full Document Right Arrow Icon
Özgür Özlük  DS 412  QUALITY DS 412   OPERATIONS  MANAGEMENT QUALITY CONTROL
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Özgür Özlük  DS 412  QUALITY What is Quality? The ability of a product or service to consistently meet or exceed customer expectations
Background image of page 2
Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived quality Value Key Dimensions of Quality Key Dimensions of Quality
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Özgür Özlük  DS 412  QUALITY Determinants of Quality Design Conformity to Design Ease of Use Service After Delivery
Background image of page 4
Reliability Reliability Responsiveness Responsiveness Competence Competence Access Access Courtesy Courtesy Communication Communication Credibility Credibility Security Security Understanding/ Understanding/ knowing the knowing the customer customer Tangibles Tangibles Determinants of Service Quality Determinants of Service Quality
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Özgür Özlük  DS 412  QUALITY Consequences of Poor Quality
Background image of page 6
Özgür Özlük  DS 412  QUALITY Costs of Quality Failure Costs - costs incurred by defective parts/products or faulty services. Internal Failure Costs Costs incurred to fix problems that are detected before the product/service is delivered to the customer. External Failure Costs All costs incurred to fix problems that are detected after the product/service is delivered to the customer.
Background image of page 7

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Özgür Özlük  DS 412  QUALITY Costs of Quality Appraisal Costs All product and/or service inspection costs. Prevention Costs All TQ training, TQ planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring
Background image of page 8
Özgür Özlük  DS 412  QUALITY Quality Certification ISO 9000: Set of international standards on quality management and Quality assurance, critical to international Business requires firms to document their quality-control systems at every step (incoming raw materials,
Background image of page 9

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 10
This is the end of the preview. Sign up to access the rest of the document.

Page1 / 37

3_-_Quality_WEB - DS412 OPERATIONS MANAGEMENT QUALITY...

This preview shows document pages 1 - 10. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online