COMM 225 Chapter 9: Management of Quality (Production and Operations Management - Second Custom Ed for Concordia)
9 Dec 2016
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Document Summary
Quality - ability of good or service to consistently meet or exceed customer expectations. Quality control - monitoring, testing, and correcting quality problems after they occur. Quality assurance - assuring product"s quality will be good by preventing defects. Continuous improvement - never-ending improvement to key processes as part of tqm. Can refer to characteristics of material or grade of a product. Can also refer to workmanship, performance, reliability, or special features. Performance : main characteristics or function of product. Special features : extra characteristics or secondary functions. Conformance : how well product corresponds to design specications. Reliability : consistency of performance over time (not failing for certain time) Perceived quality : subjective evaluation of quality (ex. reputation and image) Serviceability : handling of complaints or repairs. Interior design, soft touch, t and nish, grade of materials used: special features. Long life, resistance to rust and corrosion: perceived quality. Tangibles : appearance of facility, equipment, personnel, and communication methods.
