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Chapter 9: Management of Quality Use the dimension of quality to describe typical characteristics of a restaurant meal that provide food.

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Chapter 9: Management of Quality Use the dimension of quality to describe typical characteristics of a restaurant meal that provide food. Dimension Restaurant Meal (Product) Performance Taste, smell, color, arrangement of food, cleanliness, tableware Special features Specialties of the house, wines, cocktails, desserts, atmosphere, music Reliability Consistently excellent day after day Conformance Meets or exceeds our expectations Service after sale Friendly, courteous, appreciative Safety Sanitary handling Aesthetics Looks appetizing Briefly describe each of the seven quality tools a. Check sheet : A tool for organizing and collecting data. It is a tally of problems and other events by category. b. Flowchart : A diagram of steps in a process. c. Scatter diagram : A graph that shows the degree of relationship (correlation) between two variables. d. Histogram : A chart that shows the empirical frequency distribution. Histogram expresses the shape of the data set. e. Pareto chart : A chart that arranges categories from highest frequency of occurrence to lowest frequency of occurrence. Pareto chart distinguishes the few critical factors from the many trivial factors. f. Control chart : A statistical chart of time ordered values of a sample statistic. It involves setting upper and lower limits to determine potential causes of problems in a given process. g. Cause and effect diagram : A representation of the relationship between some measured effect and the set of possible causes that produce the effect. It may be used to correct the problems or understand the process itself. Briefly explain how a company can achieve lower production costs and increase productivity by improving the quality of products and services? Quality management emphasizes preventing mistakes or correcting them after they occur. There is a direct trade-off between investment in quality programs and investment in failure costs. If the quality is poor, the failure costs will be high. The productivity can be significantly reduced, by reworking defective parts. Injuries can also occur because of neglected machinery and defective output (internal failure costs). Increase in warranty costs, service costs, repair costs, discount costs and payments to customers to offset the inferior quality are examples of external failure costs. The emphasis on quality can lead to a significant reduction of both internal and external failure costs, thereby reducing production costs for the company.
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College students trying to register for course sometimes find that the course has been closed or the section they wanted has been closed. Prepare a cause and effect diagram for this problem. 10.
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