MSSC 346 Chapter 9 - Management Of Quality Accurate 100%(GRADED A+)

Quality - ANSWERThe ability of a product or service to consistently meet or exceed customer expectations Benefits of Good Quality - ANSWEREnhanced reputation for quality Ability to command premium prices Increased market share Greater customer loyalty Lower liability costs Fewer production or service problems Lower production costs Higher profits The Consequences of Poor Quality - ANSWERLoss of business Liability Productivity Costs Appraisal Costs - ANSWERCosts of activities designed to ensure quality or uncover defects Prevention Costs - ANSWERAll TQ training, TQ planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring Failure Costs - ANSWERcosts incurred by defective parts/products or faulty services Internal Failure Costs - ANSWERCosts incurred to fix problems that are detected before the product/service is delivered to the customer. External Failure Costs - ANSWERAll costs incurred to fix problems that are detected after the product/service is delivered to the customer Substandard work - ANSWERDefective products Substandard service Poor designs Shoddy workmanship Substandard parts and materials Quality Awards - ANSWERDeming Prize Malcolm Baldrige National Quality Award Eu