Midterm Exam Notes
Insights on various aspects of quality management
Q = P-E
Quality = Performance - Expectations
=0 expectations have been met
>1 expectations have not been met
<1 exceeds expectations
Dimensions of Quality
Product Quality + Note Price is NOT a dimension of quality
Performance- main characteristics of the product (everything works)
Aesthetics- appearance, feel, touch (interior & exterior design)
Special features- extra characteristics (high tech GPS, convenience, placement of gauges)
Conformance- how well a product conforms to design specification (car matches manufactures specifications)
Reliability- dependable performance (infrequent need for repairs)
Durability- ability to perform over time (useful in miles, resistance to rust)
Perceived quality- indirect evaluation of quality, reputation (top rated)
Serviceability- handling of complaints of repairs (ease of repair)
Reliability – was the problem fixed and wil the fix last
Responsiveness- ability to answer questions
Convenience- location of service center
Time- how long customer have to wait (Speed)
Tangibles- clean facilities, personnel neat
Consistency- service quality good?
Challenges with service quality:
Customers wants are often industry specific. Ex. Healthcare vs dry cleaning
Customer complaints may be due to unrelated factors (poor health, mood, weather)
Customer expectations change over time
Process Improvement: Map, Analyze, Redesign
Cause-and-Effect – (Ishikawa Diagram, Fishbone Diagram)
Earn back money you have spent on downloaded sample
To export a reference to this article please select a referencing stye below.
Assignment Hippo (2021) . Retrive from http://assignmenthippo.com/sample-assignment/man3506-operations-management
"." Assignment Hippo ,2021, http://assignmenthippo.com/sample-assignment/man3506-operations-management
Assignment Hippo (2021) . Available from: http://assignmenthippo.com/sample-assignment/man3506-operations-management
Assignment Hippo . ''(Assignment Hippo,2021) http://assignmenthippo.com/sample-assignment/man3506-operations-management accessed 18/06/2021.
Want to order fresh copy of the Sample Template Answers? online or do you need the old solutions for Sample Template, contact our customer support or talk to us to get the answers of it.
Our motto is deliver assignment on Time. Our Expert writers deliver quality assignments to the students.
Get reliable and unique assignments by using our 100% plagiarism-free.
Get connected 24*7 with our Live Chat support executives to receive instant solutions for your assignment.
Get Help with all the subjects like: Programming, Accounting, Finance, Engineering, Law and Marketing.
Get premium service at a pocket-friendly rate at AssignmentHippo
I was struggling so hard to complete my marketing assignment on brand development when I decided to finally reach to the experts of this portal. They certainly deliver perfect consistency and the desired format. The content prepared by the experts of this platform was simply amazing. I definitely owe my grades to them.