Submitted by: Submitted by renaud13
Views: 10
Words: 2994
Pages: 12
Category: Business and Industry
Date Submitted: 02/17/2016 11:16 AM
1) Q&P (1)
a) Quality = customer satisfaction = RIGHT?
b) Quality - customers’ general satisfaction of a product/service
i) Conformance spec – to see if a product falls within set standards
ii) Value – the benefits from the specific prouct/service
iii) Fitness for use – how effective a process is in delivering goods that fit the customer’s purpose
iv) Support -
v) Psychological impressions –mental observations/experiences with the product
c) Guidelines for positive customer experience
vi) Sequence principles – bad news out of the way first
vii) Duration principles – distract & give pain in doses
viii) Rationalization principles – let customer choose among bad options (know values & norms of customer)
d) Quality Loss Function – poor quality happens outside of LCL & UCL
e) 4 Core Processes
ix) customer relationship
x) supplier relationship
xi) new product/service development
xii) order fulfillment
f) Costs of Quality
g) The more spent on prevention & appraisal, the less incurred on internal/external failure
h) Maximize – Prevention & appraisal
i) Minimize – internal/external failure
j) Hardest to estimate – external failure
k) Defects should be found – before production
xiii) Internal Failure
(1) Scrap
(2) Rework
(3) Process downtime
(4) Disposal Cost
xiv) External Failure
(5) Complaints
(6) Warranty
xv) Prevention
(7) Training
(8) Design
(9) Quality Systems
xvi) Appraisal
(10) Inspection
(11) Testing
(12) Inventory Counts
l) Key Principles of TQM
xvii) Customer satisfaction (conform. to specs, value, fitness for use, support, psych....