1. TQM:Total Quality Management
Answer: is an integrated organizational effort designedto improve quality at every level.
2. Customer Defined Quality
Answer: TQM is about meeting quality expectations as de-fined by th
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1. TQM:Total Quality Management
Answer: is an integrated organizational effort designedto improve quality at every level.
2. Customer Defined Quality
Answer: TQM is about meeting quality expectations as de-fined by the customer.
3. Conformance to specification
Answer: measures how well the product orservice meetsthe targets and tolerances determined
by its designers.
4. Example ofConformance to specification
Answer: The wait for hotel room service maybe specified as 20 minutes, but there may be an
acceptable delay of an additional 10 minutes.
Also, considerthe amount oflight delivered by a 60-watt light bulb.If the bulb delivers50 watts,
it does not conform to specifications.
5. Fitness for use
Answer: focuses on how well the product performs its intended functionor use.
6. Example of Fitness for use
Answer: For example, a Mercedes-Benz and a Jeep Cherokee both meet a fitness for use
definition if one considers transportation as the intended function. However, if the definition
becomes more specific and assumes that the intended use is for transportation on mountain
roads and carrying fishing gear, the Jeep Cherokee has a greater fitness for use.You can also
see that fitnessfor use is a user-based definition in that it isintended to meet the needs of a
specificuser group.
7. Value for a price paid
Answer: is a definition of quality that consumers often use for product or service usefulness.
This is the only definition that combines economicswith consumer criteria; it assumes that the
definition of quality is price sensitive.
8. Examples ofValue for a price paid
Answer: For example, suppose that you wish to signup for a personal finance seminar and
discover that the same class is being taughtat two different colleges at significantly different
tuition rates. If you take the less expensive seminar, you will feel that you have received
greater value for the price.
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