质量管理学的历史与未来－24－－print课件研究报告.pptVIP

What’s your definition of quality? High price? Reliable? Attractive? Durable? Other? Dimensions of Quality Performance Aesthetics Special features Safety Reliability Durability Perceived quality Service after sale Quality - a Definition - 1 “Fitness for use” - Juran Based on various factors: reliability, durability, performance, usefulness, aesthetics, price, etc. - Various “Meets customer requirements” – Various “Consistently meets or exceeds customer expectations” - Stevenson Quality - a Definition - 2 “Consistently meets or exceeds customer requirements” – Bentley Emphasis on requiremen