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Nhung Hong Nguyen
Bill Belcher
MGT 3380
10 August 2021; Chapter 9
HIGH QUALITY & PRODUCTIVITY
1. What are some DIMENSIONS OF QUALITY?
Answer:
Some DIMENSIONS OF QUALITY are:
• Performance : The product’s primary operating characteristic.
• Features: Supplements to the product’s basic operating characteristics.
• Reliability: The probability that the product will function properly and not break down
during a specified period.
• Conformance: The degree to which the product’s design and operating characteristics
meet established standards.
• Durability: The length of the product’s life.
• Serviceability: The speed and ease of repairing the product.
• Aesthetics: The way the product looks, feels, tastes, and smells.
• Perceived quality: The customer’s impression of the product’s quality.
2. Why is poor quality bad for an organization?
Answer:
The poor quality bad for an organization because Limited resources and Higher costs
• Organizations develop a negative image when the quality of their goods or services is
poor, which drives away customers and clients.
• Lose business and revenues and have more difficulty attracting other important resources.
• Businesses spend billions of dollars each year on inspections and other costs to find and
correct mistakes.
• Attracting new customers costs several times more per customer than keeping existing
customers satisfied.
• Manufacturers may have to recall their products for repair or replacement after sales if
their products are defective.
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3. QUALITY CONTROL. What is the difference between PRODUCT QUALITY and
PROCESS CONTROL?
Answer:
Quality Control: Organization’s efforts to prevent or correct defects in its goods or services or to
improve them in some way.
The difference between PRODUCT QUALITY and PROCESS CONTROL is:
• Product Quality Control: Focuses on improving the product
• Process Control: Focuses on improving how the goods or services are produced or
delivered.
The main objective in any production process is to control and maintain a satisfactory
quality level of the manufactured product. This is done by ‘Process Control’. In Process
Control the proportion of defective items in the production process is to be minimized and it is
achieved through the technique of control charts. Product Control means that controlling the
quality of the product by critical examination through sampling inspection plans. Product
Control aims at a certain quality level to be guaranteed to the customers. It attempts to ensure
