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42 Cards in this Set
- Front
- Back
Manufacturing-Based perspective
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Based on the degree to which the product or service conforms to pre-established specifications
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User-Based perspective
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Based on the ability to meet the needs of the user; meeting customer expectations; fitness for intended use.
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Value-Based perspective
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Based on a relationship between usefulness and price. Combines economics with user criteria.
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Support-Based perspective
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Based on the level of post purchase services provided to support the product or service
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Psychological based perspective
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Based on image, expense, reputation, luxuriousness
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Product-Based perspective
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Based on differences in the quantity of some attribute of the product or service
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Conformance
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The degree to which a product's physical and performance characteristics match pre-established standards.
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Performance
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The primary operating characteristics of a product.
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Reliability
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The probability that a product will function as expected without failure; surviving over a specific period of time under normal conditions of use.
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Features
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The secondary characteristics that supplement the product's basic functioning. The special touches, appointments, or accessories of a product. (The "bells and whistles" of a product).
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Durability
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The amount of use a product will provide before it physically deteriorates or until replacement is necessary. The ability of a product to function when subjected to hard and frequent use.
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Serviceability
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The ability to have a product repaired in a speedy, courteous, and competent manner.
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Aesthetics
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Sensory perceptions of a product. The look, feel, sound, taste, or smell of a product.
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Dimension of Service Quality:
Tangibles |
Any or all of the dimensions of product quality can be used when there is a tangible item associated with the service delivery.
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Service Quality: Consistency
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Is the service delivered in the same fashion for all customers in all instances?
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Responsiveness
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Can service personnel react quickly and resolve unexpected problems?
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Service Quality: Courtesy
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Do front-line employees greet the customer in a cheerful and friendly manner?
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Timeliness
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Is the service performed when promised?
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Service Quality: Time
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Does the customer have to wait for an excessive amount of time?
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Service Quality: Atmosphere
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Is it a pleasant environment in which the service is provided?
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Service Quality: Accessibility and convenience
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Is the location of service encounter easy to get to?
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Service Quality: Accuracy
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Is the service performed correctly on the first attempt?
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Service Quality: Completeness
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Has the service encounter included all items that were expected or promised
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The two major categories of quality cost
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quality control costs and quality failure costs
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quality control costs
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- Prevention Cost
-appraisal cost |
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quality failure costs
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- Internal Failure
Cost -external Failure Cost |
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- Internal Failure
Cost |
Scrap (labor + material)
• Rework (labor + material) • Additional material procurement costs • Disposal costs • Downgrading costs • Product and production engineering time spent on quality problems • Production disruption, downtime, and rescheduling |
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Quality failure cost:- External Failure
Cost |
Warranty costs
• Complaints out of warranty • Service cost to correct defects • Product liability • Product recall • Product returns • Loss of reputation, sales, and profits |
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Prevention Cost
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Quality planning and administration
• Process analysis and improvement • Design and development of quality information equipment • Quality training and work-force development • Equipment replacement |
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Appraisal cost
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Test and inspection of purchased materials
• Laboratory acceptance testing and other measurement services • In-process inspection and testing • Finished product testing and inspecting • Checking quality by direct labor • Test and inspection equipment and material; setup; maintenance • Field testing • Training costs for inspectors |
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the traditional view of quality cost tradeoffs aka "goal post mentality"
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the lowest total cost point will have some level of nonconforming output
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the alternate view of quality cost tradeoffs
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the lowest total cost point will have no nonconforming output, i.e., zero defects
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targets
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ideal measurements for some aspect of the product or service
Manufacturing Example The diameter of a manufactured part is supposed to be 5 centimeters ± .2 centimeters Service Example A steak ordered medium is supposed to be cooked to an internal temperature of 160o ± 5o |
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tolerances
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acceptable deviations from the targets
Manufacturing Example The diameter of a manufactured part is supposed to be 5 centimeters ± .2 centimeters Service Example A steak ordered medium is supposed to be cooked to an internal temperature of 160o ± 5o |
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One-sided Loss function
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one side of the deviation is off
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Two-sided Loss function
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both sides of the deviation is off
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Total Quality Management (TQM) and its three cornerstones
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-customer focus
-continuous improvement -employee empowerment |
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Internal customer
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Customers inside of a functional area
i.e: Auto plant | \/ SHEET STEEL RECEIVING | \/ FENDER PRESS OPERATOR | \/ PRIMER DIPPING OPERATOR | \/ CHASSIS ASSEMBLY LINE |
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External Customer
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Customers are across different organizations
COAL MINE STEEL MILL AUTO PLANT CAR RENTAL AGENCY |
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competitive benchmarking
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which focuses on the products, services, and practices of a company’s competitors.
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generic benchmarking
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which evaluates the processes, practices, and business functions of the best companies, regardless of their industry.
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Quality function deployment (QFD
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) is a methodology used to ensure that customer requirements are met throughout the product or service design process, and in the design and running of the operating systems that produce the products or services.
QFD is both a philosophy and a tool: - Philosophy: Focus on customer requirements and make sure that they are considered in the design of the product or service. - Tool: A matrix that translates the preferences of the customer into specific technical requirements. It relates the voice of the customer (customer requirements) to the product or service’s characteristics (technical features, or design attributes). This matrix is called a house of quality. |