Lec 3 -Dimen + Org Excell- - TOTAL QUALITY MANAGEMENT T QM 1

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TOTAL  QUALITY  MANAGEMENT T M Q 1
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Today’s Discussion  2   Some Concepts and Constructs Who Determines Quality? Quality Measurement  Dimensions of Product Quality  Organizational Excellence & TQM
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CUSTOMERS’ NEEDS EXPECTED NEEDS Are typically what one gets by just asking customers what they want. STATED NEEDS  Are the obvious / compulsory requirements. For example, if meal is served hot, customers hardly notice it. If it's cold or too hot, dissatisfaction occurs. Expected requirements must be fulfilled. LATENT NEEDS Beyond the customer's expectations. If provided , customer would be excited
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WHO DETERMINES QUALITY? THE CUSTOMER “Any one who receive or is affected by the product, service, or process.” CUSTOMER IS GOD (Chinese Saying) CUSTOMER IS KING (Japanese Saying)
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Q=P/E Q = Quality P = Performance E = Expectations QUALITY MEASUREMENT PEOPL E PROCESS PERFORMAN CE 5
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OF PRODUCT QUALITY Performance
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Lec 3 -Dimen + Org Excell- - TOTAL QUALITY MANAGEMENT T QM 1

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