1) What Is Quality?
The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied — ASQ (American Society for Quality) needs.
1. 2. 3. 4. 5. 6. 7. 8. Performance Reliability Durability Serviceability Aesthetics Features Perceived Quality Conformance to Standards
Will the product do the intended job? How often does the product fail? How long does the product last? How easy is it to repair the product? What does the product look like? What does the product do? What is the reputation of the company or its product? Is the product made exactly as the designer intended?
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1.1 Components of Quality
Quality of Design
Product Features vs Customer Requirements
Performance Quality of Specifications
Sales and Marketing Product Specifications vs Product Features
Quality of Conformance Features Product
Product Characteristics vs Product Specifications
Quality of Performance
Product Characteristics vs Customer Requirements
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1.1.1 Voice of the Customer
The term Voice Of the Customer (VOC) is used to describe customers’ needs and their perceptions of your product or service. VOC data helps an organization: • Align design and improvement efforts with business strategy. • Decide what products, processes and services to offer or enhance. • Identify critical features/performance requirements for products, processes and services. • Identify key drivers of customer satisfaction.
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1.1.2 Kano’s Model of Customer Needs
Performance Quality Satisfiers Excitement Quality
Delighters Basic Quality Dissatisfiers
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1.2 Quality is Customer Satisfaction
Supplier Metrics • Cycle-Time
Links: CHRONIC WASTE ( opportunity for improvement ) Joseph Moses Juran (1904-2008)