Samenvatting Operations Management 8th edition, Nigel Slack Chapter 9 Questions and Answers 2023

expectations - -An organization achieves quality by meeting or exceeding customer ___. -Plan Do Study Act - -There are four basic steps in the PDSA cycle:___-develop performance measures, analyze problems, determine possible causes; ___-Implement Solution; ___-Evaluate solution, Ensure progress; ___-Continuous improvement, recognize problem, form quality improvement teams, define problem -Liability Productivity - -Some of the major areas affected by poor quality are: Loss of business, ___, ___, Costs -satisfaction continuous - -The driving force in total quality management(TQM) is customer ___; and a key philosophy is ___ improvement. -Quality - -the ability of a product or service to consistently meet or exceed customer expectations -Deming Prize - -prize established by the Japanese and awarded annually to firms that distinguish themselves with quality management programs -Quality of design - -intention of designers to include or exclude features in a product or service -Quality of conformance - -the degree to which goods or services conform to the intent of the designers