INDUSTRY QUALITY CONTROL WEEK 1 GOODS

Can be resold ///Can be inventoried///Some aspects of quality

measurable///Selling is distinct from production///Product is
OUTLINE transportable///Site of facility important for cost///Often easy to
automate///Revenue generated primarily from tangible product.
 Definition of quality
 Dimension of quality Yeniden satılabilir ///Envanter edilebilir///Kalitenin bazı yönleri
 Quality gurus ölçülebilir///Satış üretimden farklıdır///Ürün taşınabilir///Tesis yeri
 History of quality maliyet açısından önemlidir///Genellikle otomatikleştirilmesi
kolaydır/// Esas olarak maddi üründen elde edilen gelir.

SERVICE
Quality : Fitness for purpose , meeting goals , meeting requirements , Reselling unusual Difficult to inventory Quality difficult to
customer satisfaction measure Selling is part of service Provider, not product is
transportable Site of facility important for customer contact Often
difficult to automate Revenue generated primarily from intangible
service
Definitions of Quality
Sıra dışı yeniden satış yapmak Envanterde bulunmak zor
ASC: Product characteristics & features that affect customer satisfaction Kaliteyi ölçmek zor Satış hizmetin bir parçasıdır Ürün taşınabilir
değil, sağlayıcı Tesis yeri müşteri teması için önemlidir
User-Based: What consumer says it is Otomatikleştirilmesi genellikle zordur Öncelikle maddi olmayan
hizmetlerden elde edilen gelir
Manufacturing-Based: Degree to which a product conforms to design
specification How do customers perceive and evaluate service quality?

Product-Based: Level of measurable product characteristic

Dimensions of Quality
1. Performance: Will the product/service do the intended job?
2. Reliability: How often does the product/service fail?
What are managers’ perceptions about service quality?
Do discrepancies exist between the perceptions of customers and
those of managers?

3. Durability: How long does the product/service last?

4. Serviceability: How easy to repair the product / to solve the problems

in service?

5.Aesthetics: What does the product/service look/smell/sound/feel like?

6. Features: What does the product do/ service give?

7. Perceived Quality: What is the reputation of the company or its

products/services?

8. Conformance to Standards: Is the product/service made exactly as the

designer/standard intended?

Airlines On-time, comfortable, low-cost service

Health Care Correct diagnosis, minimum wait time, lower
cost, security
Food Services Good product, fast delivery, good
environment
Postal Services fast delivery, correct delivery, cost
containment
Academia Proper preparation for future, on-time
knowledge delivery
Consumer Properly made, defect-free, cost effective
Products
Insurance Payoff on time, reasonable cost
Communication Clearer, faster, cheaper service
s

Characteristics of Service
 Intangible product  Produced & consumed at same time

Maddi olmayan ürün  Aynı anda üretilir ve tüketilir

 Often unique  High customer interaction  Inconsistent product

definition

 Often knowledge-based  Frequently dispersed