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Definition of Quality: Meeting, or exceeding, customer requirements now and in the future. i.e., The product or service is fit for the customer's use. Only
Definition of Quality: Meeting, or exceeding, customer requirements now and in the future. i.e., The product or service is fit for the customer's use. Only the customer can determine quality.
Cost of Quality:
- Control costs
- Prevention
- Training, data management, planning
- Appraisal
- Incoming materials inspection, final good inspection
- Prevention
- Failure costs
- Internal failure
- Scrap, rework, downtime
- External failure
- Warranty, returns, complaints
- Internal failure
Discussion Question: Recall a bad experience that you recently had. What led to the service failure? Consider such dimensions as tangibles, reliability, responsiveness, assurance, or empathy for your post.
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