BBA 330 chapter 2 outline

• 1. Internal failure cost
• 2. External failure cost
• 3. Assurance cost
• 4. Prevention costs

• 1. Performance
• 2. Special features
• 3. Reliability
• 4. Conformance
• 5. Durability
• 6. Serviceability
• 7. Aesthetics
• 8. Brand equity of reputation

• 1. Reliability
• 2. Responsiveness
• 3. Competence
• 4. Access
• 5. Courtesy
• 6. Communication
• 7. Credibility
• 8. Security
• 9. Understanding/knowing the customer
• 10. Tangibles

• 1. Top management commitment
• 2. Employee participation
• 3. Customer focus
• 4. Management by fact
• 5. Continuous improvement

• 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

• 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

Wrote Quality is Free, emphasized doing things right the first time adds nothing to the cost of a product or a service.

Emphasized that improving quality means reducing the cost of rejects and rework, warranty expenses and loss of goodwill.

• 1. Leadership
• 2. Strategic planning
• 3. Customer and market focus
• 4. Measurement, analysis and knowledge management
• 5. Workforce focus
• 6. Process management
• 7. Results

• 1. Needs and preferences of the customer
• 2. Management by fact
• 3. Process
• 4. Proactive management style
• 5. Teamwork
• 6. Strives for perfection

• 1. Word of mouth
• 2. Personal needs
• 3. Past experience