Lecture 6 - Introduction to Quality What is QUALITY?...

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Introduction to Quality What is QUALITY? Broadly defined -- quality refers to the ability of a product or service to consistently meet or exceed customer expectation The Dimensions of Quality 1) Performance - refers to the main characteristics of the product or service (use) 2) Special features - refers to the extra characteristics 3) Conformance - refers to how well a product or service corresponds to a customer's expectations 4) Reliability - consistency of performance without breakdown 5) Durability - refers to the useful life of the product or service 6) Service after sale - handling of complaints, or checking on customer satisfaction 7) Aesthetics - pleasing to look at 8) Safety - safe when use as directed The determinants of quality (degree to which a product or service successfully satisfies its intended purpose) are: 1) Design - the starting point for the level of quality eventually achieved 2) How well it conforms to design - the degree to which goods and services conform to the intent of the designer
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This note was uploaded on 04/03/2012 for the course BAIT 386 taught by Professor Avi-itzchak during the Spring '12 term at Rutgers.

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Lecture 6 - Introduction to Quality What is QUALITY?...

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