LOGISTICS (REVIEWER)
CH5: Manufacturing
5.1 Quality Imperative
Dimensions of product quality are performance, reliability, durability, conformance, features, aesthetics, serviceability, and perceived quality.
Total Quality Management (TQM) means meeting customer expectations with respect to all needs from all departments.
4 basic elements:
1) Top management commitment and support
2) Maintaining customer focus on products, services, and process performance
3) Integrated operations within and between
4) Commitment to continuous improvement
4 basic costs:
1) Appraisal costs result from inspections
2) Internal failure costs result from quality failures found prior to shipment
3) External failure costs result from failures established after products reach customers
4) Prevention costs result from effort to prevent failures and prevent appraisal costs
Quality standards:
• ISO 9001 – quality system for design, development, production and service
• ISO 14000 – guidelines and procedures for managing firm’s environmental impact
CH5: Manufacturing
5.1 Quality Imperative
Dimensions of product quality are performance, reliability, durability, conformance, features, aesthetics, serviceability, and perceived quality.
Total Quality Management (TQM) means meeting customer expectations with respect to all needs from all departments.
4 basic elements:
1) Top management commitment and support
2) Maintaining customer focus on products, services, and process performance
3) Integrated operations within and between
4) Commitment to continuous improvement
4 basic costs:
1) Appraisal costs result from inspections
2) Internal failure costs result from quality failures found prior to shipment
3) External failure costs result from failures established after products reach customers
4) Prevention costs result from effort to prevent failures and prevent appraisal costs
Quality standards:
• ISO 9001 – quality system for design, development, production and service
• ISO 14000 – guidelines and procedures for managing firm’s environmental impact
