IDIS 434 Exam 1 Verified Solutions
ASQ: ️
American Society for Quality. ---
Quality: ️ - The characteristics of a product or service that bear on its ability to satisfy stated or implied needs. - A product or service that is free of deficiencies. ---
Quality is Satisfying: ️
...
- The characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
- A product or service that is free of deficiencies.
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Quality is Satisfying: ✔️
Meeting customer requirements.
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Quality is Understanding: ✔️
Understanding and managing variability.
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Quality is Continuously: ✔️
Improving processes, products, and services.
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,What is Total Quality Process? ✔️
- A management philosophy.
- A new way of thinking.
- A structured approach to identify and solve problems.
- Initiated by proactive managers and accepted and adopted by everyone (empowerment).
- Involves continuous improvement (it's a moving target).
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Deming Quality: ✔️
Non-faulty systems.
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Juran Quality: ✔️
Fitness for use.
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Crosby Quality: ✔️
Conformance to requirements.
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It is Free: ✔️
Quality improvements should not incur additional costs.
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Marketing Perspective on Quality: ✔️
Focus on service.
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Philip Crosby Did Not: ✔️
Earn the second order of sacred treasure.
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Feigenbaum Quality: ✔️
- Customer determination of quality.
- Quality based on actual experience (life cycle).
- Requirements that are stated or unstated, technically operational (clearly defined).
- Entirely subjective, involving personal experiences and feelings.
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Ingredients for Success: ✔️
- Focus on the customer.
- Voice of the customer.
- Value-added activities.
- How the organization adapts.
- Seek out wasteful processes and improve them.
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