31 Questions
According to the text, what do the quality management flows involve?
Operating downstream and upstream like a river
What does the supply chain encompass according to the text?
Many differing functions and processes
According to the text, what expertise and quality is required to execute all processes?
Flexible cross functional problem solving
Based on the text, what did David Garvin find about most definitions of quality?
They varied in their definitions
What is the most respected quality dimension according to the text?
Value-based
According to the text, what do the quality management flows constitute?
The supply chain
According to Garvin's five definitions of quality, which definition is based on the customer's satisfaction?
User-based
Which product quality dimension refers to the product's propensity to perform consistently over its useful life?
Reliability
What does 'serviceability' refer to in Garvin's Product Quality Dimensions?
Ease and low cost of repair for a product
Which dimension of product quality relates to the consumer's perception of the product's image and recognition?
Perceived Quality
In Garvin's Product Quality Dimensions, what does 'durability' refer to?
Ability to tolerate stress or trauma without failing
According to Garvin, which definition of quality is described as intuitively understood but impossible to communicate?
Transcendent
Which dimension of product quality refers to the efficiency with which a product achieves its intended purpose?
Performance
What does 'conformance' refer to in Garvin's Product Quality Dimensions?
'Adherence to quantifiable specifications'
Which dimension of product quality encompasses attributes that supplement the product’s basic performance?
'Features'
What are the different quality dimensions compiled by David Garvin?
Transcendent, Product-based, User-based, Manufacturing-based, Value-based
What did David Garvin find about most definitions of quality?
Most definitions of quality were existing questions.
What expertise and quality are required to execute all processes according to the text?
Expertise and quality with the requirements of flexible cross-functional problem solving and employees who can adapt to changing markets.
What do the quality management flows involve according to the text?
Quality management flows involve flows like river (upstream and downstream).
What do the quality management flows constitute according to the text?
The sum of these flows constitute the supply chain.
What does the supply chain encompass according to the text?
The supply chain encompasses many differing functions and processes from raw materials stage to after-sale service.
What are the five definitions of quality according to Garvin?
Transcendent, Product-based, User-based, Manufacturing-based, Value-based
What are the 8 quality dimensions in Garvin's Product Quality Dimensions?
Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality
What does 'conformance' refer to in Garvin's Product Quality Dimensions?
Adherence to quantifiable specifications
What does 'durability' refer to in Garvin's Product Quality Dimensions?
Ability to tolerate stress or trauma without failing
What does 'serviceability' refer to in Garvin's Product Quality Dimensions?
The ease and low cost of repair for a product
Which dimension of product quality relates to consumer preferences?
Aesthetics
What is the dimension of product quality that represents the image and recognition perceived by the customer?
Perceived Quality
What did David Garvin find about most definitions of quality?
Most are based on one or more of the five definitions
What does the 'transcendent' definition of quality mean according to Garvin?
Intuitively understood but impossible to communicate
According to Garvin, which definition of quality is based on customer satisfaction?
User-based
Study Notes
Quality Management Flows
- Involve planning, organizing, and controlling activities to ensure quality
Supply Chain
- Encompasses a network of organizations, people, activities, information, and resources involved in creating and delivering a product or service
Expertise and Quality
- Require a combination of technical, business, and interpersonal skills to execute all processes
David Garvin's Research on Quality
- Found that most definitions of quality are unclear and inconsistent
- Identified five definitions of quality:
- Transcendent: intuitively understood but impossible to communicate
- Product-based: based on measurable attributes
- User-based: based on customer satisfaction
- Manufacturing-based: based on conformance to specifications
- Value-based: based on price and performance
Garvin's Product Quality Dimensions
- 8 quality dimensions:
- Performance: efficiency with which a product achieves its intended purpose
- Features: attributes that supplement the product’s basic performance
- Reliability: propensity to perform consistently over its useful life
- Conformance: compliance with specifications and standards
- Durability: ability of a product to withstand wear and tear
- Serviceability: ease and speed of repair and maintenance
- Aesthetics: consumer preferences and perceived attractiveness
- Perceived quality: image and recognition perceived by the customer
Test your understanding of Differing Perspectives on Quality, as discussed in Chapter 1 of the book by Dr. Nezar AL-Samhi. The quiz covers the concept of supply chain, different functions within the supply chain, and the effectiveness of flows in quality management.
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