BUAD306 Study Guide - Midterm Guide: Scatter Plot, Cost Accounting, Continual Improvement Process

• School: University of Delaware
• Department: Business Administration
• Course: BUAD306
• Professor: Susan Murphy

Document Summary

Fewer product/service problems: bad: remember more, tell your friends, write reviews, consequences. Liability due to damages or injury, lawsuits. Productivity- defective products can slow down a production process. * price is not a dimension of quality. Quality consideration for service industries: tangibles: appearance (staff, faculty, etc. Determine where mistakes are likely to occur and prevent them. Zero defects as possible: both management and technical component. Management: involves providing strong leadership, defining performance metrics, selecting projects likely to achieve business results, and selecting and training appropriate people. Technical: involves improving process performance, reducing variation, utilizing statistical methods, and designing a structured improvement strategy, which involves definition, measurement, analysis, improvement, and control: guiding principals: Methodology is data driven; it requires valid measurements. Outputs are determined by inputs, focus on modifying and/or controlling inputs to improve outputs. If not modify solution and return to step 1, may use control chart and run chart.