Week 1 Discussion 2 - The second major point is that one of...

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Part 2: According to the “Quality Digest,” quality has been fundamentally designed as the continuous process of building and maintaining relationships by evaluating, anticipating, and completing stated and implied needs. The Business Dictionary defines quality as a measure of merit or the state of being free from defects, insufficiency, and significant variations. It goes on to break down the definition in terms of manufacturing, objective, and subjective. The manufacturing definition incorporates strict and reliable adherence to measureable and confirmable standards to achieve consistency of output and satisfies customer needs. These definitions both encompass the two major points that stuck with me after our lecture. The first is that quality is a continuous process.
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Unformatted text preview: The second major point is that one of the most important goals of quality is reducing variations. I think these two items also coincide with the improvements in quality my company needs desperately. Continuous improvement is stated in our core values, but there does not seem to be enough follow through. Also, it seems like everyone is treated differently and our customers do not receive the same level of customer service from each of our sales representatives. We could benefit from reducing the variation in not only our interactions with our customers, but also with our procedures. Source: http://www.qualitydigest.com/html/qualitydef.html http://www.ldri.com/articles/96orgorient.html http://www.businessdictionary.com/definition/quality.html...
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This note was uploaded on 03/26/2012 for the course MGMT GM588 taught by Professor Lagenza during the Spring '11 term at Keller Graduate School of Management.

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