Defining Quality

Defining Quality - Defining Quality The totality of...

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1 Defining Quality The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs American Society for Quality
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2 Quality and Strategy þ Managing quality supports differentiation, low cost, and response strategies
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3 Implications of Quality 1. Company reputation þ Perception of new products þ Employment practices þ Supplier relations 2. Product liability þ Reduce risk 3. Global implications þ Improved ability to compete
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Dimensions of Product Quality* Performance What are the desirable characteristics of the product? Features What additional characteristics of the product are possible? Reliability Is the product dependable? Does it accomplish what it promises? Durability How long with the product last? Serviceability Can the product be easily and inexpensively repaired? Aesthetics Does the product satisfy subjective requirements? *Source: Garvin, D.A. (1984) and Pisek, P.E. (1987)
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Defining Quality - Defining Quality The totality of...

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