1. TQM: Total Quali- ty Management 2. Customer De- fined Quality 3. Conformance to specification 4. Example of Con- formance to specification is an integrated organizational effort designed to improve quality at every level. TQM is about meeting quality expectations as defined by the customer. me...
1 tqm total quali ty management 2 customer de fined quality 3 conformance to specification 4 example of con formance to specification is an integrated organizational effort designed to impro
C215-WGU
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1. TQM: Total
is an integrated organizational effort designed to
Quali- ty
improve quality at every level.
Management
TQM is about meeting quality expectations as
2. Customer De-
defined by the customer.
fined Quality
measures how well the product or service
3. Conformance
meets the targets and tolerances determined
to specification
by its designers.
4. Example of Con-
The wait for hotel room service may be specified a
formance to
20 minutes, but there may be an acceptable delay
specification
of an additional 10 minutes.
Also, consider the amount of light delivered by a
60-watt light bulb. If the bulb delivers 50 watts, it
does not conform to specifications.
5. Fitness for use focuses on how well the product performs its
intended
function or use.
6. Example of Fit- paid
ness for use
7. Value for a
price paid
8. Examples of Val-
ue for a price
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example, a usefulness.
This is the only definition that
Mercedes-Benz combines economics with consumer criteria; it
and a Jeep assumes that the definition of quality is price
Cherokee both sensitive.
meet a fitness
for use definition For example, suppose that you wish to sign up
if one considers for a personal finance seminar and discover that
transportation as the same class is being taught at two different
the intended colleges at signifi- cantly different tuition rates. If
function. you take the less expensive
However, if the
definition
becomes more
specific and
assumes that the
intended use is
for
transportation on
mountain roads
and carrying
fishing gear, the
Jeep Cherokee
has a greater
fitness for use.
You can also see
that fitness for
use is
a user-based
definition in
that it is
intended to
meet the needs
of a specific
user group.
is a definition of
quality that
consumers often
use for prod- uct
or service
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seminar, you will feel that you have received
greater value for the price.
9. Support Ser- provided are often how the quality of a product
vices or service is judged. Quality does not apply only
to the product or service itself; it also applies to
the people, processes, and organizational
environment associated with it.
10. Example of Sup-
port Services For example, the quality of a university is judged
not only by the quality of staff and course
offerings but also by the efficiency and accuracy
11. Psychological of processing paperwork.
Criteria
is a subjective definition that focuses on the
judgmental evaluation of what constitutes
product or service quality. Different factors
contribute to the evaluation, such as the
12. Examples of atmosphere of the environment or the perceived
Psy- chological prestige of the product.
Crite- ria
For example, a hospital patient may receive
average healthcare, but a very friendly staff may
leave the im- pression of high quality. Similarly,
we commonly associate certain products with
13. Manufacturing excellence because of their reputa- tion; Rolex
Organizations watches and Mercedes-Benz automobiles are
examples.
Manufacturing organizations produce a tangible
14. Quality in manu- product that can be seen, touched, and directly
facturing measured. Exam- ples include cars, CD players,
organi- zations clothes, computers, and food items.
15. Common quali- quality definitions in manufacturing usually focus
ty definition in on tan- gible product features.
manufacturing
1.Conformance: the degree to which a product
character- istic meets preset standards.
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2. Performance: such
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as acceleration of
a vehicle
3. Reliability:
meaning that
the product will
function as
expected
without failure
4.Features: the
extras that are
included beyond
the basic
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