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Importance of Quality (Cost of quality (perfectionist approach (e.g. (lean…

- - - - lean manufacturing
        
        meeting customer needs is less expensive than not
        
        believe effort required for fixing problems or deal with poor customer service > getting it right first time
- - - - deal with internal processes as customer - supplier processes incl. implementing SLA internally
      - look for improvements rather than focusing on not making errors
      - individual personal responsibility for delivery of products/ services to customers (int. & ext.)
      - whole organisation is responsible for managing quality
    - - right first time
      - defects per thousand
- - - - marketing
      - ops
      - hr
  - - - manufacturing
      - end product delivery
      - monitor outputs to detect issues quickly
        
        reduce poor performance
        
        monitor process
      - reactive approach
- - - - lead on to other issues
        
        planning
        
        stock control
        
        resource mgmt
    - - technique which targets quality issues & defects in attempt to reduce them
        
        reduces probability of an error occurring
        
        all results within 6 standard deviations of the mean are successful
      - sigma = standard deviation symbol