The organization’s values, goals, mission, policies, and practices reinforce designing into the product or service rather than inspecting it in. Emphasis is placed on doing 1)___________. The organizations’s aim is to not only meet customers’ requirements, but to exceed them wherever possible. Conformance is the norm. The organization’s overriding purpose is to excite the customers with extraordinary products and service.
Quality planning, control and improvement
The focus of this dimension is for organizations to continually improve their products, services, processes and practices with an emphasis on reducing variation and reducing cycle time. This dimention implies extensive use of the quality management tools, including 2)______.
Little q and Big Q
Organizations focusing on quality control and inspection activities (little q) will fail to be fully effective. They must transform their thinking to 3)________.
Quality is strategic
Quality or the absence of it, has a 4)______ on the organization. Consumers buy certain products and request services based on their knowledge and perception of the organization and what it provides. Accumulated experiences and perceptions of customers ultimately make or break an organization.
a. strategic impact b. the right things right the first time. c. cost of quality, process management approaches, and measurement techniques d. quality across organization (Big Q).
3 Can you explain the difference between goods and services? If you are not sure, read the following info and list three criteria for differentiating between goods and services.
In economics and accounting, a goodis product that can be used to satisfy some desire or need. More narrowly but commonly, a good is a tangible physical product that can be contrasted with a service which is intangible. As such, it is capable of being delivered to a purchaser and involves the transfer of ownership from seller to customer. For example, an apple is a tangible good, as opposed to a haircut, which is an (intangible) service.
Goods that are scarce (are in limited supply in relation to demand) are called 'economic goods,' whereas those whose supply is unlimited and which have no price in terms of efforts to acquire them, (such as air) are called 'free goods.'
Service is the intangible equivalent of an economic good. They are such as accounting, banking, cleaning, consultancy, education, insurance, know how, medical treatment, transportation. No transfer of possession or ownership takes place when services are sold, and they (1) cannot be stored or transported, (2) are instantly perishable, and (3) come into existence at the time they are bought and consumed.
4 In the table below you can see examples of quality characteristics. Decide which of them are for goods, which are for services. Some of the characteristics are inherent in both goods and services. Put a tick in the corresponding columns.
| quality characteristics | for goods | for services |
| Simplicity of Design | ||
| Aesthetics | ||
| Reliability | ||
| Availability | ||
| Credibility | ||
| Competence | ||
| Durability | ||
| Ease of Use | ||
| Safety | ||
| Communication | ||
| Reasonable Price | ||
| Ease of Disposal | ||
| Accuracy | ||
| Maintainability | ||
| Performance | ||
| Completeness | ||
| Timeliness | ||
| Serviceability |
5 Mark the following statements as true (T) or false (F). If you think a statement is false, change it to make it true. Prove your point of view.
| Statement | T | F |
| 1. Quality is a perceptual, conditional and somewhat subjective attribute and may be understood differently by different people. | ||
| 2. The common element of the business definitions of quality is that the quality of a product or service refers to the perception of the degree to which the product or service meets the customer's expectations. | ||
| 3. From the standpoint of consumers, quality is the degree to which a specific product conforms to a design or specification or degree to which the product/service was produced correctly. | ||
| 4. Quality control is most commonly associated with the prevention of defects, deficiencies, wastes. | ||
| 5. Durability is intrinsic to both products and services. | ||
| 6. In technical usage, quality can have two meanings: a. The characteristics of a product or service that bear its ability to satisfy stated or implied needs; b. A product or service free of deficiencies. | ||
| 7. Quality is seen as being a very important factor in any business. It does not have to be a physical product for which quality is important: service industries are just as much concerned with quality, as are manufacturers. | ||
| 8. Inherently useful and relatively scarce tangible items (articles, materials, merchandise, supplies) produced from agricultural, construction, manufacturing, or mining activities are goods. |
DISCUSSION POINTS
1 Comment on the following statements:
a. “Face is the index of mind, Quality is the index of a product”.
b. “Quality is not achieved by doing different things. It is achieved by doing things differently”.
c. “Quality is hard to define, impossible to measure, easy to recognize”
Дата: 2016-10-02, просмотров: 355.
