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QUALITY (The three quality gurus (1) Deming (The best known of the early…

- - - - When asked what differentiates their product or service.
- - - - In order to achieve continuous improvement of the quality of goods and services.
        
        In order to achieve continuous improvement of the quality of goods and services.
        
        Indicators of customer satisfaction
        
        Frontline empowerment
        
        Exelent hiring, trining, attitude and morale for front line employees
        
        Proactive customer service system
        
        Use of all listening posts
        
        Quality requirements of market
        
        Commitment to customers
        
        Understanding customer requirements
        
        Service standars meeting customers requirements
- - - - He is regarded as a national hero in Japan
        
        He is regarded as a national hero in Japan
  - - - He focuses on top-down management and technical methods rather than worker pride and satisfaction.
  - - - 1) Quality is defined as conformance to requirements, not goodness.
      - 2) The system for achieving quality is prevention, not appraisal.
      - 3) The performance standard is ZERO defects, not "thats dose enough".
      - 4) The measurement of quality is the price of non-conformance, not indexes.
- - - - 1) Cost of prevention
      - 2) Cost of appraisal
      - 3) Cost of internal failure
      - 4) Cost of external failure