Explain how to design high-quality product features that will satisfy customers. You may include the following in your report: a) Customer Satisfaction Measurement b) ACSI Customer Satisfaction Model c) Important Products and Services Quality
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- From the perspective of a producer, quality is perceived as a set of standards and specifications that must be met by a product while from the consumer perspective quality is viewed as attributes that satisfy their individual needs in the product. Discuss the following and give examples from the AUTOMOBILE manufacturing side and the HOSPITALITY service industry side. A. Quality dimension B. Determinants of quality C. Cost of quality D. ISO 9000 standard E. Cost of quality F. Total quality management.Using the four (4) main costs of quality, re-arrange the following costs of Allison’s Company in the table below, to reflect the four (4) types of quality costs. Allison’s Company Quality Costs ____________________________________________________________ Quality engineering of products $20,000 Quality training of employees $2,000 Net cost of scrap $30,000 Rework labor $4,500 Warranty repairs…Utilising a product of your choice, briefly explain how you can use any 5 (FIVE) quality dimensions to differentiate a product Use examples to differentiate between Quality Assurance and Quality Control
- Product with high quality should provide following characteristics. Give 02 examples each.Describe the four dimensions of quality. Which is most important?discuss the 8 principles of a Quality Management Systems, utilising practical examples for each principle (You can an existing company for application purposes). 1.Customer focus 2. Leadership 3. Involvement of people 4. Process approach 5. Systems approach 6. Continual improvement 7. Factual approach to decision making 8. Mutally beneficial suppliers relations
- Perkins Company has been experiencing lost sales and high returns recently, so they decided to undertake a comprehensive quality program. Here are factors being considered: Finished products need to be inspected before shippingEstimated cost: $45,000 Production equipment needs upgradingEstimated cost: $400,000 Perkins knows that if it undertakes this program, it will be able to reduce warranty repair costs by $25,000. They also know they will be able to avoid lost profits by retaining customers, but they cannot quantify that benefit with any degree of precision. Should Perkins go ahead with the quality program? A) Yes, they should, regardless of any other considerations. B) No, they should not. C) They should, only if the benefit of avoiding lost profits is estimated to be over $420,000. D) They should, only if the benefit of avoiding lost profits is estimated to be over $445,000.What are the important activities in designing a quality programme? Discuss your answer on the Input (supplier relationship management), Process (process management) and Output (customer relationship management) perspectives.1) Quality is defined as the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs of the customer. A Manufacturing firm is planning to implement quality management in the factory? Briefly describe the four major categories of costs that are associated with quality that this firm will have to consider?
- 1. Explain any five determinants of product quality 2. Outline the importance of using quality circles in quality improvement initiativesJoseph Juran created a “quality spiral” showing that eachelement of the business process, each function, not just theend product, is important. Describe how each of the following business process areas might impact quality: marketing,engineering, purchasing/sourcing, human resources, anddistributionOne way to think about quality is the degree to which performance of a product or service meets or exceeds customer expectations. Customer expectations can be broken down into a number of dimensions that customers use to judge the quality of a product or service. The dimensions used for products are somewhat different from those used for services. (a) State the dimensions of quality and give a brief description of each for:(i) A product(ii) A service (b) Give one example of each of the product quality dimensions for a car.