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Productivity and Quality Management - Coggle Diagram
Productivity and Quality Management
Chapter 1: Introduction to Quality Management
What is quality?
Garvin’s Product Quality Dimensions
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality
PZ&B's Service Quality Dimensions
Tangibles
Service reliability
Responsiveness
Assurance
Empathy
Differing functional perspectives on quality
Supply chain management
Engineering
Operations
Strategic management
Marketing
Financial/ Accounting
Human resources
The three spheres of quality
Quality management
Quality control
Quality assurance
Other perspectives on quality
Value-added
Cultural
Arriving at a common perspective
Chapter 2: Quality Theory
Chapter 3: International Quality Standard
Chapter 4: Strategic Quality Planning
Chapter 5: The Voice of Customer
Chapter 6: The Voice of Market
Chapter 7: Quality and Innovation in Product
Chapter 8: Quality Services
Chapter 9: The Tools of Quality
Chapter 10: Six Sigma Management
Chapter 11: Managing Quality Improvement Teams
Chapter 12: Implementing and Validating The Quality System