MGCR 472 Chapter Notes - Chapter 9: Quality Management, Operations Management, Quality Costs
6 Aug 2017
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Document Summary
Quality is the culmination of efforts of the entire organization and its supply chain. It begins with careful assessment of what the customers want, then translating this information into technical specifications to which goods or services must conform. The specifications guide: product and service design, process design, production of goods and delivery of services, service after the sale or delivery. The consequences of poor quality include: loss of market share, liability claims, a decrease in productivity, an increase in costs. Quality costs include costs related to: prevention, appraisal, failure. Determinants of quality are: design, conformance to design, ease of use, service after delivery. Modern quality management is directed at preventing mistakes rather than finding them after they occur and reducing process output variation. The business community shows widespread interest in improving quality and competitiveness. Three awards of distinction exist: the baldrige award, the european quality award, the deming prize.
