BBA 330 chapter 2 outline

Card Set Information

Author:
jroji
ID:
68562
Filename:
BBA 330 chapter 2 outline
Updated:
2011-02-23 23:06:03
Tags:
Supply chain management
Folders:

Description:
BBA 3330 Chapter 2 outline
Show Answers:

Home > Flashcards > Print Preview

The flashcards below were created by user jroji on FreezingBlue Flashcards. What would you like to do?


  1. Cost categories associated with quality improvement
    • 1. Internal failure cost
    • 2. External failure cost
    • 3. Assurance cost
    • 4. Prevention costs
  2. Dimension for determining quality of a good
    • 1. Performance
    • 2. Special features
    • 3. Reliability
    • 4. Conformance
    • 5. Durability
    • 6. Serviceability
    • 7. Aesthetics
    • 8. Brand equity of reputation
  3. Dimensions for determining quality of a service
    • 1. Reliability
    • 2. Responsiveness
    • 3. Competence
    • 4. Access
    • 5. Courtesy
    • 6. Communication
    • 7. Credibility
    • 8. Security
    • 9. Understanding/knowing the customer
    • 10. Tangibles
  4. Essential elements in TQM
    • 1. Top management commitment
    • 2. Employee participation
    • 3. Customer focus
    • 4. Management by fact
    • 5. Continuous improvement
  5. Basis of ISO 9000 Standards
    • 1. Customer focus
    • 2. Leadership
    • 3. Involvement of people
    • 4. Process approach
    • 5. System approach to management
    • 6. Continual improvement
    • 7. Factual approach to decision making
    • 8. Mutually beneficial supplier relationships
  6. Malcom Baldrige Award: Core Values and Concepts
    • 1. Visionary leadership
    • 2. Customer-driven excellence
    • 3. Organizational and personal learning
    • 4. Valuing employees and partners
    • 5. Agility
    • 6. Focus on the future
    • 7. Managing for innovation
    • 8. Management by fact
    • 9. Social responsibility
    • 10. Focus on results and creating value
    • 11. Systems perspective
  7. Philip B. Crosby
    Wrote Quality is Free, emphasized doing things right the first time adds nothing to the cost of a product or a service.
  8. Dr. W. Edwards Deming
    Emphasized that improving quality means reducing the cost of rejects and rework, warranty expenses and loss of goodwill.
  9. Baldrige Criteria for Performance Excellence Framework
    • 1. Leadership
    • 2. Strategic planning
    • 3. Customer and market focus
    • 4. Measurement, analysis and knowledge management
    • 5. Workforce focus
    • 6. Process management
    • 7. Results
  10. Conceptual framework of Six Sigma
    • 1. Needs and preferences of the customer
    • 2. Management by fact
    • 3. Process
    • 4. Proactive management style
    • 5. Teamwork
    • 6. Strives for perfection
  11. Three factors that influence customer expectations
    • 1. Word of mouth
    • 2. Personal needs
    • 3. Past experience

What would you like to do?

Home > Flashcards > Print Preview