tqm - Chapter 9 TQM Quality Tools 1 Quality and Total...

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1 Chapter 9 TQM & Quality Tools
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2 Quality and Total Quality Management Quality is the ability of a product or service to consistently meet or exceed customer expectations. A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.
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3 Quality Definition 1: The ability of a product or service to consistently meet or exceed customer expectations. Definition 2: a: Peculiar and essential character. b : an inherent feature. c: degree of excellence. d : superiority in kind. e : a distinguishing attribute. f : an acquired skill. g : the character in a logical proposition of being affirmative or negative. h : vividness of hue. Definition 3: The ability to meet standards . “UTD provides quality education.”
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4 Quality Assurance vs. Strategic Approach Quality Assurance Emphasis on finding and correcting defects before reaching market Strategic Approach Proactive, focusing on preventing mistakes from occurring Greater emphasis on customer satisfaction
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5 Dimensions of Quality Performance - main characteristics of the product/service Aesthetics - appearance, feel, smell, taste Special features - extra characteristics Conformance - how well product/service conforms to customer’s expectations Safety - Risk of injury Reliability - consistency of performance
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6 Dimensions of Quality (Cont’d) Durability - useful life of the product/service Perceived Quality - indirect evaluation of quality (e.g. reputation) Service after sale - handling of customer complaints or checking on customer satisfaction
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7 Examples of Quality Dimensions Dimension 1. Performance 2. Aesthetics 3. Special features Convenience High tech 4. Safety (Product) Automobile finish Ride, handling, grade of materials used Interior design, soft touch Gauge/control placement Cellular phone, CD player Antilock brakes, airbags (Service) Auto Repair All work done, at agreed price Friendliness, courtesy, Competency, quickness Clean work/waiting area Location, call when ready Computer diagnostics Separate waiting area
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8 Examples of Quality Dimensions (Cont’d) Dimension 5. Reliability 6. Durability 7. Perceived quality 8. Service after sale (Product) Automobile Infrequency of breakdowns Useful life in miles, resistance Top-rated car Handling of complaints and/or requests for information (Service) Auto Repair Work done correctly, ready when promised Work holds up over time Award-winning service department Handling of complaints
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9 Service Quality Tangibles Convenience Reliability Responsiveness Time Assurance Courtesy
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10 Examples of Service Quality Dimension Examples 1. Tangibles Were the facilities clean, personnel neat? 2. Convenience
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This note was uploaded on 10/17/2011 for the course MGT 324 taught by Professor Staff during the Spring '10 term at Saginaw Valley.

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tqm - Chapter 9 TQM Quality Tools 1 Quality and Total...

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