Tqm Project
Abdullah Younus younus.abdullah@ymail.com EMN 502 PROJECT
QUESTIONS
1. Why is service quality more difficult to define than product quality?
-While service and production share many attributes, services have more diverse quality attributes than products. For example, product like a personal computer is typically evaluated on its merits, and it makes little difference to the user whether the person that assembled the computer was in a bad mood the day the computer was made. Service settings are more complex; thus quality is more difficult to define. A customer of a restaurant, for example, evaluates the quality of the restaurant not only on the merits of the food, but also on the demeanor of the employees, the speed of the service, the location of the restaurant, the pleasantness of the surroundings, and so forth.
2. Review David Garvin’s contribution to our understanding of the role of quality in business organizations.
David Garvin has helped articulate both the definitions and dimensions of quality. First, Garvin found that most definitions of quality were either transcendent, product-based, user-based, manufacturing based, or value based. Using these five definitions of quality, Garvin developed a list of eight quality dimensions. These dimensions are performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. By articulating these definitions and dimensions of quality, Garvin has helped managers understand the multifaceted nature of quality and the importance of quality in business organizations.
3. Why are cross-functional teams becoming more common? What difficulties do they experience?
-The supply chain encompasses many differing functions and processes. It includes all of the core activities from the raw materials stage to after-sale service. To execute all of these processes correctly involves integrating differing functions, expertise, and dimensions of quality.
QUESTIONS
1. Why is service quality more difficult to define than product quality?
-While service and production share many attributes, services have more diverse quality attributes than products. For example, product like a personal computer is typically evaluated on its merits, and it makes little difference to the user whether the person that assembled the computer was in a bad mood the day the computer was made. Service settings are more complex; thus quality is more difficult to define. A customer of a restaurant, for example, evaluates the quality of the restaurant not only on the merits of the food, but also on the demeanor of the employees, the speed of the service, the location of the restaurant, the pleasantness of the surroundings, and so forth.
2. Review David Garvin’s contribution to our understanding of the role of quality in business organizations.
David Garvin has helped articulate both the definitions and dimensions of quality. First, Garvin found that most definitions of quality were either transcendent, product-based, user-based, manufacturing based, or value based. Using these five definitions of quality, Garvin developed a list of eight quality dimensions. These dimensions are performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. By articulating these definitions and dimensions of quality, Garvin has helped managers understand the multifaceted nature of quality and the importance of quality in business organizations.
3. Why are cross-functional teams becoming more common? What difficulties do they experience?
-The supply chain encompasses many differing functions and processes. It includes all of the core activities from the raw materials stage to after-sale service. To execute all of these processes correctly involves integrating differing functions, expertise, and dimensions of quality.