Walter Shewart In 1920s, developed control charts Introduced term вЂњquality assuranceвЂќ W. 48Д¬ustomerвЂ™s and producerвЂ™s perspectives depend on each other ProducerвЂ™s perspective: production process and COST CustomerвЂ™s perspective: fitness for use and PRICE CustomerвЂ™s view must dominate 48Д¦ Evolution of Quality Management: Quality Gurus

Durability Ukuran umur (lama pemakaian) dari suatu produk Serviceability Kemudahan perbaikan jika produk membutuhkan perbaikan Aesthetics Tampilan, rasa, dan unsur estetik lainnya suatu produk Perceived quality. Conformance Kesesuaian fungsi / kinerja suatu produk dengan standar yang telah ditetapkan. Reliability Kemungkinan dari suatu produk untuk tidak berfungsi pada suatu periode tertentu. Features Fasilitas tambahan diluar fungsi pokok dari karakteristik produk. Performance Karakteristik kinerja utama dari produk Contoh : akselerasi mobil, kejelasan suara handphone, dll. (Ketahanan) Reliability Serviceability Aesthetics Conformance Perceived Quality 48 Presentasi berjudul: 'Quality Improvement & Six Sigma'- Transcript presentasi:Дў What is Quality? A study that asked managers of 86 firms in the eastern United States to define quality produced several dozen different responses, including: Perfection Consistency Eliminating waste Speed of delivery Compliance pemenuhan with policies and procedures Providing a good, usable product Doing it right the first time Delighting or pleasing customers Total customer service and satisfaction Today, most managers agree that the main reason to pursue mengejar quality is to satisfy customers.

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