OSC BCOR 3050 EXAM 2 QUESTIONS & ANSWERS
Quality Management - Answer -is a business philosophy, and encompasses several
tools for improving all processes. My maingoal for today is to introduce you to quality
management and instill inyou a belief that quality management provides a better way to
do business.
What is quality? what makes something a quality product or service? - Answer -the
extent to which the product or service meets or exceeds the expectations of the
customer.
(qm)
so, who is the customer? - Answer -2 kinds
1)internal
2)external
internal customer - Answer -inside an organization- works, employee in subsequent
step of production.
external customer - Answer -outside the organization
(failure to meet the needs and expectations of the internal customer can result in a poor
quality product.)
traditionally quality increase and product? - Answer -decreases
traditionally quality increases and cost? - Answer -increases
What is the maingoal of U.S. managers? What is their "objective function"? - Answer --
maximize "short-term" profit
-DEMING: short term profits are no index of ability
Deming's chain reaction - Answer -Improve quality --> Decrease costs --> Productivity
improves --> Capture market with better qaulity and price --> Stay in business -->
Provide jobs
Total Quality Management (TQM) - Answer -A prevention-based management system
for identifying and meeting customer needs at every level of the organization.
(TQM)
Here are some basic tenets: - Answer -1.Requires strong leadership
2.Customer driven
3.Process focus, continuous improvement
4.Short term projects, long term cultural change
5.People focus: empowerment, training, pride
, PROCESS: - Answer -is a sequence of activities that is intended to achieve some
result.
characteristics that determine product quality - Answer -1.Performance
2.Features
3.Reliability
4.Conformance
5.Durability
6.Serviceability
7.Aesthetics
8.Perceived quality
1.Performance - Answer -Primary Operating Characteristics Performs its basic function
2.Features - Answer -Extras, "Bells & Whistles"
3.Reliability - Answer -The Probabilitythat the product lasts for a specified amount of
time (under stated conditions of use)
4.Conformance - Answer -The degree to which physical & performance characteristics
meet specifications
5.Durability - Answer -Total Life of theproduct (measured in time units)
6.Serviceability - Answer -Ease of Maintenance & Repair
7.Aesthetics - Answer -Appeal to sensesLook, feel, smell, taste and sound
8.Perceived quality - Answer -Reputation, Brand name and Image
SPIOC (high level process map) - Answer -suppliers->inputs->process(add value)-
>outputs->customers
quality in service - Answer -service quality is as critical as the tangible products they
buy.
quality service after sale - Answer -most important factors in establishing customer
perception of quality and customer loyalty.
Service - Answer -can be defined as "any primary or complementary activity that does
not directly produce a physical product
Pure service businesses - Answer -deliver intangible products
ex: law firm
Quality Management - Answer -is a business philosophy, and encompasses several
tools for improving all processes. My maingoal for today is to introduce you to quality
management and instill inyou a belief that quality management provides a better way to
do business.
What is quality? what makes something a quality product or service? - Answer -the
extent to which the product or service meets or exceeds the expectations of the
customer.
(qm)
so, who is the customer? - Answer -2 kinds
1)internal
2)external
internal customer - Answer -inside an organization- works, employee in subsequent
step of production.
external customer - Answer -outside the organization
(failure to meet the needs and expectations of the internal customer can result in a poor
quality product.)
traditionally quality increase and product? - Answer -decreases
traditionally quality increases and cost? - Answer -increases
What is the maingoal of U.S. managers? What is their "objective function"? - Answer --
maximize "short-term" profit
-DEMING: short term profits are no index of ability
Deming's chain reaction - Answer -Improve quality --> Decrease costs --> Productivity
improves --> Capture market with better qaulity and price --> Stay in business -->
Provide jobs
Total Quality Management (TQM) - Answer -A prevention-based management system
for identifying and meeting customer needs at every level of the organization.
(TQM)
Here are some basic tenets: - Answer -1.Requires strong leadership
2.Customer driven
3.Process focus, continuous improvement
4.Short term projects, long term cultural change
5.People focus: empowerment, training, pride
, PROCESS: - Answer -is a sequence of activities that is intended to achieve some
result.
characteristics that determine product quality - Answer -1.Performance
2.Features
3.Reliability
4.Conformance
5.Durability
6.Serviceability
7.Aesthetics
8.Perceived quality
1.Performance - Answer -Primary Operating Characteristics Performs its basic function
2.Features - Answer -Extras, "Bells & Whistles"
3.Reliability - Answer -The Probabilitythat the product lasts for a specified amount of
time (under stated conditions of use)
4.Conformance - Answer -The degree to which physical & performance characteristics
meet specifications
5.Durability - Answer -Total Life of theproduct (measured in time units)
6.Serviceability - Answer -Ease of Maintenance & Repair
7.Aesthetics - Answer -Appeal to sensesLook, feel, smell, taste and sound
8.Perceived quality - Answer -Reputation, Brand name and Image
SPIOC (high level process map) - Answer -suppliers->inputs->process(add value)-
>outputs->customers
quality in service - Answer -service quality is as critical as the tangible products they
buy.
quality service after sale - Answer -most important factors in establishing customer
perception of quality and customer loyalty.
Service - Answer -can be defined as "any primary or complementary activity that does
not directly produce a physical product
Pure service businesses - Answer -deliver intangible products
ex: law firm
