Managing Quality

Explain quality, from a customer perspective.

LO8.2 Characterize product quality based on four dimensions.

LO8.3 Distinguish service quality from product quality based on its distinct measurement.

LO8.4 Apply the quality cycle to a product or service.

LO8.5 Explain how mistake-proofing and the supply chain are integrated with quality management planning.

LO8.6 Attribute how cost of quality is related to financial performance.

LO8.7 Recall the two key quality pioneers and their main ideas.

LO8.8 Compare and contrast ISO 9000 standards and the Baldrige Award criteria.

LO8.9 Articulate some key barriers to successful quality improvement efforts