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| Intangible, interaction with the customer, heterogeneous, perishable and time dependent, evaluated as a package of features |
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| tangible, homogeneous (mostly), can be stored, physical dimensions, can be patented |
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| operations and supply management (OSM) |
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| design, operation, and improvement of the systems that create and deliver the firm's primary products and services |
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| building service activites to support a firm's product offerings |
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| doing something at the lowest possible cost |
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| doing the right things to create the most value for the company |
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Definition
| the ratio of quality to price paid. competitive 'happiness' is being able to increase quality and reduce price while maintaining or improving profit margins |
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| the ability to customize products while still maintaining economies of scale |
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| the ability to maintain balance in a system |
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| relates to the economic, employee and environmental impact of the firms strategy |
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| Total Quality Management (TQM) |
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Definition
managing the entire organization so that it excels on all dimensions of products and services that are important to the customer
- total: responsibility of all divisions of the company
- quality: utility of the good/service at an acceptable price
- MGMT- MGMT begets and improves quality
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| the inherent value of the product in the marketplace, customer satisfaction with product |
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| the degree to which the product or service design specifications are met |
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| the person who does the work is responsible for ensuring that specifications are met |
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Definition
- Performance
- Features
- Durability/reliability
- Serviceability
- Aesthetics
- Percieved Quality
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Definition
expenditures related to achieving product/service quality
- Prevention
- Appraisal
- Internal failure
- External failure
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- random- inherent of the process itself
- assignable- can be identified and solved
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Definition
an international reference for quality mgmt requirements in B2B dealings
- customer focus
- leadership
- involvement of people
- process approach
- system approach to mgmt
- continual improvement
- factual approach to decision making
- mutually beneficial supplier relationships
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Definition
international standards for environmental mgmt
- 350 international standards for managing air, water, and soil quality
- a strategic approach by defining the requirements of an environmental mgmt system that can be implemented using monitoring tools
- encourages the inclusion of environmental aspects in product design and development of profitable environmentally friendly products/services
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Definition
min acceptable = 1.33
USL-LSL/6σ |
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Definition
use when product is off target
Min(μ-LSL/3σ, USL-μ/3σ) |
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