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the
It is customerdependent.
Design;
Production; Service.
and
Appraisal costs -
costs of activities designed to ensure quality or uncover defects costs of prevention defects from occurring Costs caused by defective parts or products or by faulty services failures discovered during production failures discovered after delivery to the customer an approach that evaluates the financial return of investments in quality
Internal failures -
External failures -
Aesthetics - appearance, feel, smell, taste Special Features - extra characteristics Conformance - how well product/service
conforms to customers expectations
product/service
Dimension
1. Tangibles
Examples
Were the facilities clean, personnel neat?
2. Convenience
3. Reliability 4. Responsiveness 5. Time 6. Assurance 7. Courtesy
Design
Service
is the starting point for the level of quality eventually achieved. It involves characteristics of products such as Size Shape Location
Quality of design refers to the intention of designers include or exclude certain features in a product or service.
Designer decisions must take into account customers wants, production or service capabilities, safety and liability, costs, and other similar considerations.
Quality of conformance refers to the degree to which goods and services conform to the intent of the designers.
Equipment used motivation of workers Training Skills The extent to which the design lends itself to production The monitoring process to assess conformance The taking of corrective correction
Ease of use refers to the ease of usage of the product or services for the customers. They increase the chances that a product will be used for its intended purposes and in such way that it will continue to function properly and safely
Raise Company's Reputation Rationalize Premium Prices Decrease Liability Costs Increase Productivity Increase Customer Loyalty Increase Customer Satisfaction