Cost
Quality Cost
1
Quality is defined from the customer´s point of view l Performance l Performance or the primary operating characteristics of a product or service.
Example: For a car, it is speed, handling, and acceleration. For a restaurant, it is good food.
l
Features l Features or the secondary characteristics of a product or service.
Example: For a TV, it is an automatic tuner. For a restaurant, it is linen table cloths and napkins .
l
Reliability l Reliability or the frequency with which a product or service fails.
Example: For a car, it is how often it needs repair. For an airline, it is how often flights depart on schedule.
l
Conformance l Conformance or the match with specificatons or pre-established standards.
Example: For a part, it is whether the part is the right size. For a restaurant, is it whether the meat is cooked according to your request (e.g., „medium rare“)
2
Quality is defined from the customer´s point of view l Durability l Durability or product life.
Example: For a light bulb, it is how long it works before the filament burns out.
l
Servicability l Serviceability or the speed, courtesy, and competence of repair.
Example: For a car, it is how quickly and easily it can be repaired and how long it stays repaired. For a mail order house, it is the speed and courtesy with which and overcharge is correct.
l
Aesthetics l Aesthetics or fits and finishes.
Example: For a product or service, it is ist look, feel, sound, taste, or smell.
l
Perceived quality l Perceived quality or reputration.
Example: For a product or service, it is the positive or negative feelings people attach to any new offerings, based on their past experiences with the company.
3
The history of the quality movement consists of four eras
The first three eras offer many valuable management tools. l The first aera was inspection l l l
Time: 1800s to early 1900s Tools: gauges
1
Quality is defined from the customer´s point of view l Performance l Performance or the primary operating characteristics of a product or service.
Example: For a car, it is speed, handling, and acceleration. For a restaurant, it is good food.
l
Features l Features or the secondary characteristics of a product or service.
Example: For a TV, it is an automatic tuner. For a restaurant, it is linen table cloths and napkins .
l
Reliability l Reliability or the frequency with which a product or service fails.
Example: For a car, it is how often it needs repair. For an airline, it is how often flights depart on schedule.
l
Conformance l Conformance or the match with specificatons or pre-established standards.
Example: For a part, it is whether the part is the right size. For a restaurant, is it whether the meat is cooked according to your request (e.g., „medium rare“)
2
Quality is defined from the customer´s point of view l Durability l Durability or product life.
Example: For a light bulb, it is how long it works before the filament burns out.
l
Servicability l Serviceability or the speed, courtesy, and competence of repair.
Example: For a car, it is how quickly and easily it can be repaired and how long it stays repaired. For a mail order house, it is the speed and courtesy with which and overcharge is correct.
l
Aesthetics l Aesthetics or fits and finishes.
Example: For a product or service, it is ist look, feel, sound, taste, or smell.
l
Perceived quality l Perceived quality or reputration.
Example: For a product or service, it is the positive or negative feelings people attach to any new offerings, based on their past experiences with the company.
3
The history of the quality movement consists of four eras
The first three eras offer many valuable management tools. l The first aera was inspection l l l
Time: 1800s to early 1900s Tools: gauges