Term
| Why is high quality difficult to achieve? |
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Definition
-defined and measured by the agent
-measured in terms of customization (customers)
-how it compares to competitors (customers)
-conformance quality (producers)
-degree that product is reliable, maintainable, sustainable (support personnel) |
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Term
| Why are service industries more difficult? |
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Definition
-high volume of transaction
-immediate consumption
-difficult to measure and control
-more labor intensive
-high degree of customization required
-each customer has unique expectations
-customer is present so perception of quality is a measure in terms of service outcome and processes |
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Term
| Why is high quality difficult to achieve? |
|
Definition
-defined and measured by the agent
-measured in terms of customization (customers)
-how it compares to competitors (customers)
-conformance quality (producers)
-degree that product is reliable, maintainable, sustainable (support personnel) |
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Term
| Why are service industries more difficult? |
|
Definition
-high volume of transaction
-immediate consumption
-difficult to measure and control
-more labor intensive
-high degree of customization required
-each customer has unique expectations
-customer is present so perception of quality is a measure in terms of service outcome and processes |
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Term
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Definition
| common sense dedication of to understanding what the customer wants and then using people and science to set up systems to deliver products and services that delight the customer |
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Term
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Definition
Customer focused
• Continuous process improvement
• Employee empowerment
– Everyone is responsible for quality
• Focusondefectpreventionratherthandefect detection |
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Term
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Definition
Prevention costs
Appraisal costs
Internal failure costs
− Costs associated with discovering defects during the production process
External failure costs
− Costs associated when a defect is discovered after the customer receives |
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Term
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Definition
cost of defect y-axis
product design, product production, customer site on x-axis |
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Term
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Definition
| time ordered diagram used to determine whether observed variations are abnormal |
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Term
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Definition
-used to control proportion of defects generated by process
-performance characteristic counted, not measured |
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Term
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Definition
used for controlling number of defects when more than one defect can be present
-used when you want to reduce the number of defects per unit/service encounter |
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