Podcast
Questions and Answers
What type of costs are associated with defective parts or faulty services?
What type of costs are associated with defective parts or faulty services?
Which of the following departments is typically responsible for ensuring quality in a product or service?
Which of the following departments is typically responsible for ensuring quality in a product or service?
What is a key benefit of maintaining good quality in a product or service?
What is a key benefit of maintaining good quality in a product or service?
What is the primary objective of implementing quality assurance processes?
What is the primary objective of implementing quality assurance processes?
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What is the relationship between quality and costs?
What is the relationship between quality and costs?
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What type of costs are incurred to fix problems detected after the product or service is delivered to the customer?
What type of costs are incurred to fix problems detected after the product or service is delivered to the customer?
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What is the primary purpose of Prevention Costs?
What is the primary purpose of Prevention Costs?
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What is considered unethical in the context of quality?
What is considered unethical in the context of quality?
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What is an example of substandard work?
What is an example of substandard work?
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What is the benefit of investing in Prevention Costs?
What is the benefit of investing in Prevention Costs?
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What is one of the key contributions of Walter Shewart to quality control?
What is one of the key contributions of Walter Shewart to quality control?
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Since when has quality been increasingly embraced by U.S. executives?
Since when has quality been increasingly embraced by U.S. executives?
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What is the result of applying variance reduction principles in quality control?
What is the result of applying variance reduction principles in quality control?
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Study Notes
Costs of Quality
- Failure Costs: costs incurred due to defective parts/products or faulty services, including external failure costs that occur after the product/service is delivered to the customer.
Appraisal and Prevention Costs
- Appraisal Costs: costs of activities designed to ensure quality or uncover defects.
- Prevention Costs: costs associated with Total Quality (TQ) training, TQ planning, customer assessment, process control, and quality improvement to prevent defects.
Ethics and Quality
- Substandard work: includes defective products, substandard service, poor designs, shoddy workmanship, and substandard parts and materials.
- Unethical behavior: having knowledge of substandard work and failing to correct and report it in a timely manner.
Quality Contributors
- Walter Shewart: known as the “father of statistical quality control”, contributed to quality control through control charts and variance reduction.
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Description
This quiz covers the costs associated with quality control in customer service, including failure costs incurred by defective products or services.
