Difference between revisions of "Quality"
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According to [[Management by Robbins and Coulter (14th edition)]], | According to [[Management by Robbins and Coulter (14th edition)]], | ||
:[[Quality]]. The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations. | :[[Quality]]. The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations. | ||
| + | According to [[Marketing Management by Keller and Kotler (15th edition)]], | ||
| + | :[[Quality]]. The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. | ||
==Main concepts== | ==Main concepts== | ||
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*[[Value stream mapping]]. | *[[Value stream mapping]]. | ||
| − | [[Category: Management]][[Category: Articles]] | + | [[Category:Marketing Management]][[Category: Management]][[Category: Articles]] |
Revision as of 20:17, 4 June 2020
Quality is the ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations.
Definition
According to Management by Robbins and Coulter (14th edition),
- Quality. The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations.
According to Marketing Management by Keller and Kotler (15th edition),
- Quality. The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
Main concepts
- Acceptance sampling.
- Aesthetics.
- After-sale service.
- Assurance.
- Common cause variation.
- Concurrent engineering.
- Conformance.
- Contingency theory.
- Core processes.
- Core values.
- Customer relationship management (CRM).
- Define, measure, analyze, improve, and control (DMAIC).
- Design of experiments (DOE).
- Downstream.
- Durability.
- Electronic data interchange (EDI).
- Empathy.
- Employee empowerment.
- Features.
- Inbound logistics.
- Global sourcing.
- ISO 9000.
- Job analysis.
- Law of diminishing marginal returns.
- Life testing.
- Mission.
- Organic organization.
- Organizational design.
- Outbound logistics.
- Perceived quality.
- Performance.
- Product design engineering.
- Quality assurance.
- Quality control.
- Quality dimensions.
- Quality management.
- Redundancy.
- Reliability.
- Responsiveness.
- Selection.
- Service reliability.
- Serviceability.
- Six Sigma.
- Special cause variation.
- Statistical process control (SPC).
- Strategy.
- Supplier development.
- Supplier filters.
- Supplier qualification.
- Supply chain.
- Systems view.
- Tangibles.
- 360-degree evaluation.
- Three spheres of quality.
- Upstream.
- Value-added.
- Value stream mapping.
