SCM 300 MODULE 12 EXAM 3
CORRECT 100%
Quality - ANSWERthe ability of a product or service to meet a consumer's expectations.
Can be related (but not limited to): design, durability, performance, materials used,
aesthetics, delivery, consistency, and associated service
What are some of the potential ingredients in a customer's quality definition? -
ANSWERProducts versus Services
Cars, Cell Phones, Clothing, Electronic devices
Restaurants, Medical, Retail, Entertainment
Marketing and Supply Chain ingredients
Ads and commercials, packaging
Materials, manufacturing, assembly, delivery, support...
Other considerations
Value: What do I get? / What did I pay?
Psychological: Cool factor, brand names, trust
Expectations versus Actual Output
differences between product industries and service industries - ANSWER1.Tangible
Item vs. Intangible Service (Piece of mind?)
2.Services cannot be inventoried.
3.Location and hours of operation can be very important
Consider Convenience and Accessibility in Healthcare, Grooming, Landscaping,
Restaurants, Childcare, Travel Related industries
4.Services are usually produced and received simultaneously
5.Services are highly visible
Examples: Haircuts, Car wash, Litigation, Teaching
Quality Management - Dealing with mistakes, How you make it is important
Importance of Hiring, Training, Fail-Safes, Customer Relations, etc.
6.Some service have very low barriers to entry/exit
Deming Prize - ANSWER- The Deming prize, established in December 1950 in honor of
W. Edwards Deming, was originally designed to reward Japanese companies for major
advances in quality improvement. Over the years it has grown, under the guidance of
Japanese Union of Scientists and Engineers (JUSE) to where it is now also available to
non-Japanese companies, albeit usually operating in Japan, and also to individuals
recognized as having made major contributions to the advancement of quality.
CORRECT 100%
Quality - ANSWERthe ability of a product or service to meet a consumer's expectations.
Can be related (but not limited to): design, durability, performance, materials used,
aesthetics, delivery, consistency, and associated service
What are some of the potential ingredients in a customer's quality definition? -
ANSWERProducts versus Services
Cars, Cell Phones, Clothing, Electronic devices
Restaurants, Medical, Retail, Entertainment
Marketing and Supply Chain ingredients
Ads and commercials, packaging
Materials, manufacturing, assembly, delivery, support...
Other considerations
Value: What do I get? / What did I pay?
Psychological: Cool factor, brand names, trust
Expectations versus Actual Output
differences between product industries and service industries - ANSWER1.Tangible
Item vs. Intangible Service (Piece of mind?)
2.Services cannot be inventoried.
3.Location and hours of operation can be very important
Consider Convenience and Accessibility in Healthcare, Grooming, Landscaping,
Restaurants, Childcare, Travel Related industries
4.Services are usually produced and received simultaneously
5.Services are highly visible
Examples: Haircuts, Car wash, Litigation, Teaching
Quality Management - Dealing with mistakes, How you make it is important
Importance of Hiring, Training, Fail-Safes, Customer Relations, etc.
6.Some service have very low barriers to entry/exit
Deming Prize - ANSWER- The Deming prize, established in December 1950 in honor of
W. Edwards Deming, was originally designed to reward Japanese companies for major
advances in quality improvement. Over the years it has grown, under the guidance of
Japanese Union of Scientists and Engineers (JUSE) to where it is now also available to
non-Japanese companies, albeit usually operating in Japan, and also to individuals
recognized as having made major contributions to the advancement of quality.
