Chap. 9 Study Guide - MGT 366 Exam #3 Study Guide Chapter 9...

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MGT 366 – Exam #3 Study Guide Chapter 9 Management of Quality Learning Objectives 1. Define the term quality and understand why quality is important and the consequences of poor quality. 2. Understand the determinants of quality – for both products and services – as well as the costs associated with quality. 3. Describe the philosophies of the quality gurus. 4. Understand the concept of Total Quality Management (TQM) as well as quality awards. 5. Understand the problem solving process, process improvement, and how to use various quality tools (e.g., check sheets, Pareto analysis, cause-and-effect [or “fishbone”] diagrams). 6. Understand key terms such as: appraisal costs fail-safing quality Baldrige Award failure costs quality circles Benchmarking flow chart quality of conformance Brainstorming histogram quality of design cause-and-effect (fishbone) diagram internal failures return on quality check sheet ISO 9000 run chart continuous improvement ISO 14000 scatter diagram control chart kaizen six sigma Deming prize Pareto analysis Total Quality Management (TQM) dimensions of quality plan-do-study-act (PDSA) cycle European Quality Award prevention costs external failures process improvement Key Ideas 1. An organization’s reputation for superior quality can give it a competitive advantage in the marketplace. Superior quality can enhance the reputation of the firm, increase its market share, increase the loyalty of the customers, reduce the risk of liability claims, reduce costs, and increase productivity. 2. Quality is defined as the ability of a product or service to consistently meet or exceed customer expectations. Operational definitions of quality generally refer to one or more dimensions of quality. For products, these include performance, special features, conformance to expectations, reliability, durability, service after delivery, aesthetics, safety, and perceived quality. For services these include, tangibles, convenience, reliability, responsiveness, time, assurance, and courtesy. 3.
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This note was uploaded on 12/14/2011 for the course ACC 413 taught by Professor Cannon during the Spring '11 term at Grand Valley State University.

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Chap. 9 Study Guide - MGT 366 Exam #3 Study Guide Chapter 9...

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