TQM Module 3

This use means that the product or service meets the customer’s needs regardless of the product requirements. Of the two definitions of quality, fit for use, is the more important

• Quality

• Product

• Fit

This is the perspective of the organization (that may be external to the producer’s company, such as an independent vendor) that provides either the producer and/or the provider with products and services needed to meet the requirements of the customer.

• Provider view

• Product

• Supplier view

The 5 SERVQUAL Dimensions that show the ability to perform the promised service dependably and accurately

• TANGIBLES

• RELIABILITY

• EMPATHY

In this dimension company should: Waiting a day to return a call or email doesn’t make it. Even if customers are chronically slow in getting back to providers, responsiveness is more than 1/5th of their service quality assessment.

• RELIABILITY

• ASSURANCE

• RESPONSIVENESS

This is the quality which the producer or supplier is intending to offer to the customer. When the producer is making the quality of design of the product, he should take into consideration the customer's requirements in order to satisfy them with fitness for use of the product.

• Quality of assurance

• Quality of Conformance

• Quality of design

When the quality of a product entirely conforms to the specification (design), the quality of conformance is deemed excellent

• Quality Assurance

• Qualtiy of Conformance

• Quality Control

This is a staff function that prevents problems by heading them off, and by advising restraint and redirection at the proper time.

• Quality Control

• Quality Process

• Qualty Assurance

This means meeting requirements and meeting customer needs, which means a defect-free product from both the producer’s and the customer’s viewpoint.

• Product

• Quality

• Quantity

This is the set of activities that is performed to produce a product

• quality

• control

• process

In performing this, product, he should take into consideration the customer's requirements in order to satisfy them with fitness for use of the product.

• Quality

• Design

• Control