1. 6  and  Quality Robert Setaputra

2. Quality ISO 9000-2000 Standards  Degree to which a set of inherent characteristics fulfills requirements Juran  Fitness of use And many others

3. Quality Dimensions Garvin’s 8 dimensions of quality  Performance  Features  Reliability  Conformance  Durability  Serviceability  Aesthetics  Perceived Quality

4. A more recent definition/interpretation Godfrey  The most fundamental truth is that quality is relative.  If the competitor can produce a similar item and sell it at lower price, we lose.  The customer focuses simply on value, seeing it as a ratio of quality over price.  Only when we offer more value than our competitor do we really succeed.

5. Cost of Poor Quality (COPQ) Internal failure costs External failure costs Appraisal costs Prevention costs Non-value added activities costs

6. 6  and Quality: VOC Voice of Customer (VOC)  Customers’ needs and expectations.  Customer is any person or organization that receives a product or service from a process. 2 ways to obtain VOC  Active  Reactive

7. 6  and Quality: CTQ Critical to Quality (CTQ)  Obtained from VOC  What is important to our customers?  Ex. Fast Food’s Drive Through Window Tied to project metrics