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BBA 330 chapter 2 outline
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Cost categories associated with quality improvement
1. Internal failure cost
2. External failure cost
3. Assurance cost
4. Prevention costs
Dimension for determining quality of a good
1. Performance
2. Special features
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Brand equity of reputation
Dimensions for determining quality of a service
1. Reliability
2. Responsiveness
3. Competence
4. Access
5. Courtesy
6. Communication
7. Credibility
8. Security
9. Understanding/knowing the customer
10. Tangibles
Essential elements in TQM
1. Top management commitment
2. Employee participation
3. Customer focus
4. Management by fact
5. Continuous improvement
Basis of ISO 9000 Standards
1. Customer focus
2. Leadership
3. Involvement of people
4. Process approach
5. System approach to management
6. Continual improvement
7. Factual approach to decision making
8. Mutually beneficial supplier relationships
Malcom Baldrige Award: Core Values and Concepts
1. Visionary leadership
2. Customer-driven excellence
3. Organizational and personal learning
4. Valuing employees and partners
5. Agility
6. Focus on the future
7. Managing for innovation
8. Management by fact
9. Social responsibility
10. Focus on results and creating value
11. Systems perspective
Philip B. Crosby
Wrote Quality is Free, emphasized doing things right the first time adds nothing to the cost of a product or a service.
Dr. W. Edwards Deming
Emphasized that improving quality means reducing the cost of rejects and rework, warranty expenses and loss of goodwill.
Baldrige Criteria for Performance Excellence Framework
1. Leadership
2. Strategic planning
3. Customer and market focus
4. Measurement, analysis and knowledge management
5. Workforce focus
6. Process management
7. Results
Conceptual framework of Six Sigma
1. Needs and preferences of the customer
2. Management by fact
3. Process
4. Proactive management style
5. Teamwork
6. Strives for perfection
Three factors that influence customer expectations
1. Word of mouth
2. Personal needs
3. Past experience
Author
jroji
ID
68562
Card Set
BBA 330 chapter 2 outline
Description
BBA 3330 Chapter 2 outline
Updated
2011-02-24T04:06:03Z
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