MGMT 425 Exam 1 Quality Management | with complete solution|

MGMT 425 Exam 1 Quality Management | with complete solution| What are some important characteristics of quality? - - Quality is uniquely positioned to accelerate organizational growth through better execution and alignment - Quality provides the voice of the customer (VOC) critical to developing innovative products and services - Quality can provide an organization with a competitive edge What are the 6 different quality perspectives and what do they mean? - - Transcendent Perspective: excellence - Product Perspective: quantities of product attributes - User Perspective: fitness for intended use - Value Perspective: quality vs. price - Manufacturing Perspective: conformance to specifications - Customer Perspective: meeting or exceeding customer expectations What are consumers? - Ultimate/Final buyers of goods and services What are external customers? - Business-to-business: Companies within a "chain of customers" Intermediaries between the producer and the consumer What are internal customers? - Anyone who receives goods or services from someone else within an organization What are some contemporary influences on quality? - -Global Responsibility -Consumer Awareness/Sophistication -Globalization (Outsourcing) -Increasing Rate of Change -Workforce of the Future -Aging Population -Twenty-first Century Quality -Innovation and Creativity What does quality in marketing pertain to? - Marketing and sales personnel are responsible for determining the needs and expectations of consumers. What does quality in product design pertain to? - Product design and engineering functions develop technical specifications for products and production processes to meet the requirements determined by the marketing function. What does quality in purchasing pertain to? - A purchasing agent should not simply be responsible for low-cost procurement, but should maintain a clear focus on the quality of purchased goods and materials. What does quality in production planning and scheduling pertain to? - Poor quality often results from time pressures caused by insufficient planning and scheduling. What doe