Midterm Exam Notes
Insights on various aspects of quality management
Q = P-E
Quality = Performance - Expectations
=0 expectations have been met
>1 expectations have not been met
<1 exceeds expectations
Dimensions of Quality
Product Quality + Note Price is NOT a dimension of quality
Performance- main characteristics of the product (everything works)
Aesthetics- appearance, feel, touch (interior & exterior design)
Special features- extra characteristics (high tech GPS, convenience, placement of gauges)
Conformance- how well a product conforms to design specification (car matches manufactures specifications)
Reliability- dependable performance (infrequent need for repairs)
Durability- ability to perform over time (useful in miles, resistance to rust)
Perceived quality- indirect evaluation of quality, reputation (top rated)
Serviceability- handling of complaints of repairs (ease of repair)
Reliability – was the problem fixed and wil the fix last
Responsiveness- ability to answer questions
Convenience- location of service center
Time- how long customer have to wait (Speed)
Tangibles- clean facilities, personnel neat
Consistency- service quality good?
Challenges with service quality:
Customers wants are often industry specific. Ex. Healthcare vs dry cleaning
Customer complaints may be due to unrelated factors (poor health, mood, weather)
Customer expectations change over time
Process Improvement: Map, Analyze, Redesign
Cause-and-Effect – (Ishikawa Diagram, Fishbone Diagram)
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