GMS 401 Chapter Notes - Chapter 6: Quality Management System, Deming Prize, Iso 9000

• School: Ryerson University
• Department: Global Management Studies
• Course: GMS 401
• Professor: Omid Jadidi

Document Summary

Quality the ability of a product or service to consistently meet or exceed customer expectations. Quality control monitoring, testing and correcting quality problems after they occur. Quality assurance providing confidence in a products quality by preventing defects before they occur. Iso9000 standards for quality management: craftsmanship each craftsman responsible for quality. Conformance how well a product corresponds to design specifications. Perceived quality subjective evaluation of quality eg. image, reputation. Tangibles physical appearance of facility, equipment, personnel and communication material. Reliability ability to perform a service dependably, consistently and accurately. Responsiveness willingness of service provider to help customers. Assurance knowledge exhibited by personnel and ability to convey trust and confidence. Consistency ability to provide same level of good quality repeatedly. Product design decisions about the characteristics and specifications of a product. Intention of designers to include or exclude features that customers require. Process design translating product characteristics into process specifications and tolerances.