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Qlty Tools and Iso

Qlty Tools and Iso

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Published by Paras Thakur

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Categories:Types, Research
Published by: Paras Thakur on Mar 29, 2010
Copyright:Attribution Non-commercial

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10/17/2014

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© Wiley 20071
Defining Quality 5 Ways
Conformance to specifications
Does product/service meet targets and tolerances defined bydesigners?
Fitness for use
Evaluates performance for intended use
 Value for price paid
Evaluation of usefulness vs. price paid
Support services
Quality of support after sale
Psychological
e.g. Ambiance, prestige, friendly staff 
 
2
Manufacturing Quality vs.Service Quality
Manufacturing quality focuses more ontangible product features
Conformance, performance, reliability, features
Service organizations produce intangibleproducts that must be experienced
Quality often defined by perceptional factors likecourtesy, friendliness, promptness, waiting time,consistency
 
3
Cost of Quality
Quality affects all aspects of the organization
Quality has dramatic cost implications of;
Quality control costs
Prevention costs
 Appraisal costs
Quality failure costs
Internal failure costs
External failure costs

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