問題一覧
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It refers to quality design, performance, durability, ease of use, aesthetics, accuracy, timeliness, friendliness, courtesy, and knowledge of server
product features
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General approach: Crosby
Perfection not inspection
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Customer’s prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service
expectations and perceptions
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Performance Standard Measurement: zero defects
Philip Crosby
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Additional views of quality in services?
technical quality and functional quality
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Senior Management Responsibility: less than 20% of quality problems are due to workers
Joseph M. juran
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Types of Customers
external customer and internal customer
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Performance Standard Measurement: Quality has many scales; using statistics to measure performance
w. edwards deming
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The output of the process carried out by the organization
product
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From a dictionary, it means essential characteristics; Superior
Quality
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Senior Management Responsibility: Responsible for quality
Philip Crosby
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Reasons why quality becoming a cardinal priority for most organizations:
competition, changing customer, changing product mix, produce complexity, higher levels of customer satisfaction
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The shift from low volume, high price to high volume. Low priced have resulted in a need to reduce the internal cost of poor quality. What is this?
changing product mix
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At ______ we need to ask the following questions: Which product and services meet your expectations? Which product and services you need that you are not currently receiving?
organizational levels
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Other divisions of rhe company that receive the processed product
Internal customer
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Higher customer satisfaction are getting spawned by increasing competition. What is this?
higher levels of customer satisfaction
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Performance Standard Measurement: avoiding campaigns to do perfect work
Joseph m. juran
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Statistical Process control: deming
statistical methods of quality control must be used
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Quality Definitions that are accepted in various organizations
quality is customer satisfaction and quality is fitness for use
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Improvement basis: Crosby
process, not a program; improvement goals
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The new customer is not only commanding priority based on volume, but is more demanding about the QUALITY SYSTEM. What is this?
Changing customer
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Customer perception of how the good functions or service is delivered
functional quality
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As systems become more complex, the reliability requirements for suppliers of components have become more stringent. What is this?
produce complexity
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Structure: crosby
14 steps to quality improvement
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At _______ we need to ask What products and services are most important to the external customerv What process produce more products and services? What are the key inputs to thise processes? Which processes have most significant effects on the organization’s performance standards?
process levels
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The quality gurus
walter a. stewart, w. edwards deming, joseph m. Juran, armand feigenbaum, philip crosby, genechi taguchi, kaoru ishikawa
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Today’s market demand high quality products at low cost. Having “high quality reputation is not enough. What is this?
competition
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Statistical Process control: juran
project by project team approach; sets goals
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Individuals who have been identified as making a significant contribution to implementing the quality of goods and services
the quality gurus
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A comprehensive, organization-wide effort to improve the quality of products and services, applicable to organizations
Total Quality Management
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Statistical Process control: crosby
rejects statistically acceptable levels of quality
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What are the quality perspectives?
perfection, consistency, eliminating waste, speed of delivery, compliance with policies and procedures, doing it right the first time, delighting or pleasing customers, total customer satisfaction and service
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Statistical Process control: juran
recommends spc but warns that it can lead to tool-driven approach
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QG: Predictable Degree of uniformity and dependability
W. Edwards deming
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Statistical Process control: Deming
continous to reduce variation; eliminate goals without methods
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The end user as well as an intermediate processors. Other ____ may not be purchasers, but may have some connections with the product.
external customer
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Core element of the goods and services
technical quality
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General approach: juran
general management approach - human elements
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Refers to quality of conformance
freedom from deficiencies
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Structure: juran
10 steps to quality improvement
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Anyone who is impacted by the product or process delivered by an organization
Customer
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Senior Management Responsibility: 85% of quality problems
W. edwards deming
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How is customer satisfaction achieved?
product features and freedom from deficiencies
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QG: Conformance to specifications
philip crosby
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General approach: deming
reduced variability by continous improvement, ceasing mass inspection
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Structure: 14 points for measurement
deming
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Product may be of 3 types:
goods product, service product, software
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QG: Fitness for use
Joseph M. Juran