B A 360 Lecture Notes - Lecture 10: Total Quality Management, Quality Costs, Product Liability
Document Summary
Totality of consumers excellence of a thing satisfy needs features and and producer"s perspective may be different characteristics that. How well product or service does what it is supposed to do: responsiveness. 6 . accuracy is the service performed right every time? does the company react to unusual situations? characteristics is designed. Appraisal costs - costs of measuring , testing , and analyzing. Prevention costs - costs good quality incurred during product and process design cost of poor quality internal failure cost - include scrap , rework. , process failure downtime , and price reductions external failure cost - include returns. , warranty complaints , liability , and lost sales claims, 2 . features operating characteristics of a product extra, items added to basic features they are 8004 become if they. , seaman, properly within an expected: durability prevention total. , a product lasts before replacement how long: serviceability. , feels, sounds , smells , or tastes quality improvement.
