17 Dec+ ...

2016 Mary - MMT 14 - MKM UHAMKA- 1

Angk 20 B1+B2 Smt1
 Review

Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2 Smt1 17 Dec+ ... 2016 2

Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2 Smt1 17 Dec+ ... 2016 3
"Quality has become today's
best investment in
competitiveness.”

Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2 Smt1 17 Dec+ ... 2016 4

 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 5
 Implicit, Explicit & Latent
Requirements
 The characteristics of products and services expected
by customers can be viewed as a progressive
hierarchy of 3 levels (see also Fig. 6.3):

The level of performance needed to satisfy

customers' expectations
1st Level Base expectations Implicit
2nd Level Specifications/requirements Explicit
3rd Level Delight Latent
Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 6
17 Dec+ ... 2016 Mary - MMT 14 - MKM UHAMKA- 7
Angk 20 B1+B2 Smt1
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 8
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 9
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 10
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 11
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 12
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 13
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 14
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 15
 Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 16
 Measurement at Three Levels
 The measurement of performance also becomes
more difficult as business characteristics diverge
from those of the ideal applications  = obstacle to
QI  can be overcome by taking advantage of
measurement at three levels: process, output, and
outcome.
 Unfortunately, when performance parameters are
difficult to define or measure, the tendency has been
to substitute other measures without recognizing
that they represent different levels.
Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 17
 Measurement at Three Levels
1. Process measures define activities, variables, and operations of
the work process itself.
2. Output measures define specific features, values,
characteristics, and attributes of each product or service.
3. Outcome measures define the ultimate impact of the process
on the customer and are dependent on what the customer does with
the product or service. Although this is the most important level,
outcome measures are the most difficult to define and analyze because
they are confounded by the customer's work process. To simplify the
array of performance measures, customer satisfaction can be used as
the key measurement of outcome. Measures at the outcome level
reflect the impact of outputs on the customer's processes and can
only be determined after the product has been delivered or the
service provided.
Mary - MMT 14 - MKM UHAMKA-Angk 20 B1+B2
17 Dec+ ... 2016 Smt1 18
 Wassalamu’alaikum wr. wb.

17 Dec+ ... 2016 Mary - MMT 14 - MKM UHAMKA- 19

Angk 20 B1+B2 Smt1