Quality: The ability of a products or service to meet customer needs.
Quality lies in the eye of the beholder: Better Performance: Minimal activity that the product does
Conformance: The prod is… it should be…
Aesthetics: Look nice
Durability: Last long
Implications of Quality: Company reputation: Perceptions of the firm
Cost of Quality: The cost of doing things wrong – that is, the price of nonconformance
Prevention costs: Anticipated, proactive measures
Appraisal costs: Evaluation, reactive measures
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Quality loss function (QLF): A mathematical function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants.
Target – Oriented Quality: A philosophy of continuous improvement to bring a product exactly on target
Tools of TQM for generating Ideas:
Check Sheets: Noting the frequency of a problem or complaint/ an organized method of recording data.
Scatter Diagrams: A graph of the value of one variable vs. another variable. Coefficient of Correlationship (If it is away 0 it is a high relation between the variables)
Cause – and – effect diagram: A schematic technique used to discover possible locations of quality problems / a tool that identifies process elements (causes) that may affect an outcome.
Tools of TQM for organizing data:
Pareto Charts (20/80): Graphics that identify the few critical items as opposed to many less important ones / a graph that identifies and plots problems or defects in descending order frequency
Flowcharts (Process Diagram): Block diagrams that graphically describe a process or system / a chart...