OM - FINALS

transcendent perspective

product perspective

user perspective

value perspective

manufacturing perspective

customer perspective

different perspectives of quality

transcendent (judgmental) perspective

quality is both absolute and universally recognizable, a mark of uncompromising standards and high achievement

product perspective

This assessment implies that larger numbers of product attributes are equivalent to higher quality

user perspective

quality-fitness for intended use, or how well the product performs its intended function.

value perspective

the relationship of product benefits to price. They compare the quality of the total package of goods and services that a business offers (sometimes called the customer benefit package) with price and with competitive offerings.

value pricing

offering products at "everyday" low prices in an attempt to counter the common consumer practice of buying whatever brand happens to be on special.

manufacturing perspective

conformance to specifications

specifications

targets and tolerances determined by designers of goods and services

targets (nominal specifications)

are the ideal values for which production is to strive

customer perspective

totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. This definition draws heavily on the produce and user definitions and is driven by the need to create satisfied customers.

consumers

the final end user

external customers

intention to have another business or resell it

internal customers

receive goods or services from suppliers within the organization. (employees, internal service)

global responsibility

consumer awareness

globalization

increasing rate of change

workforce of the future

aging population

twenty-first century quality

Innovation

the eight forces that will influence the future of quality

global responsibility

An organization must be fully aware of the global impact of its local decisions and realize that as demand grows for the planet's finite resources

consumer awareness

organizations must be quick when responding to their customers' concerns and match their products to customers' wants and needs, or risk haying their customers defect to a competitor.

globalization

firms have to contend with a growing number of competitors and sources of lower-cost labor and assume the risks associated with global supply chains.

increasing rate of change

Technology has shifted the rate of change into an entirely new gear, which brings with it opportunities and threats.

workforce of the future

Competition for talent will increase, and along with technological advances, will change how and where work is done.

aging population

organizations face higher costs for healthcare and social welfare programs.

twenty-first century quality

Quality is moving beyond the organization's walls to encompass a customers entire experience

Innovation

pursuit of something different and exciting. Liest at the heart of organizational survival

marketing and sales

product design and engineering

purchasing and receiving

production planning and scheduling

manufacturing and assembly

total engineering

industrial engineering and process design

finished goods inspection and testing

packaging, shipping, and warehousing

installation and service

what are the manufacturing systems

marketing and sales

learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.

product design and engineering

Good design can help to prevent manufacturing defects and service errors and to reduce the need for the non-value-adding inspection practices that have dominated

production planning and scheduling

specifies long term and short-term production requirements for filling customer orders and meeting anticipated demand.

manufacturing and assembly

ensure that the product is made correctly.

tool engineering

responsible for designing and maintaining the tools used in manufacturing and inspection.

industrial engineering and process design

work with product design engineers to develop realistic specifications.

finished goods inspection and testing

inspection should be used as a means of gathering information that can be used to improve quality, not simply to remove defective items.

packaging, shipping, and warehousing (LOGISTICS ACTIVITIES)

functions that protect quality after goods are produced.

installation and service

Products must be used correctly in order to benefit the cus tomer. Users must understand a product and have adequate instructions for proper installation and operation.

people and technology

the two most important drivers of service quality

finance and accounting

legal services

quality assurance

the quality in business functions

finance and accounting

responsible for obtaining funds, controlling their use, analyzing investment opportunities

legal services

attempts to guarantee that the firm complies with laws and regulations regarding such things as product labelling

quality assurance

perform special statistical studies and analyses and may be assigned to work with any of the manufacturing or business support functions

competitive advantage

firms ability to achieve market superiority

product quality

important determinant of business profitability

individual attitudes and behavior

where does quality begin

personal quality

essential ingredient to make quality happen in the workplace