Read the summary and the most important questions on Quality Management Essentials | 9780750667869 | David Hoyle

• 1 Introduction to quality

• 1.1 Principles or prescription

• What aspect of QM handles saleable goods and services, and is also known as 'little q'

  Quality Assurance

• What business outputs are handled with Total Quality Management, also known as 'big Q'?

  • Processes
    
  • Functions
  • Stakeholders
  • Costs

• 1.2 Needs, requirements and expectation

• In the needs hierarchy (pyramid), in which category do the following items belong: organizations buying luxury items, winning awards, superior infrastructure/offices

  Esteem needs

• Why don't requirements always express all our needs at moment of sale?

  Because we are not always aware of all our needs.

• What do we call implied needs/requirements, those that we take for granted?

  Expectations

• 1.3 The stakeholders

• Competitors and criminals are considered Interested Parties, but unlike customers, shareholders, employees, suppliers and society they are not ...?

  Stakeholders

• What ability do e.g. Society and employees have that makes them stakeholders?

  They can withdraw their effort/input from the organization

• 1.4 Defining quality

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• In supplying products or services, what 3 parameters determine saleability?

  • Price
    
  • Quality
  • Delivery

• 1.5 The characteristics of quality

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• What makes a quality comparison valid?

  Comparing products/services of same grade

• Any feature of a product or service that is needed to satisfy customer needs or achieve fitness for use?

  Quality characteristics