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6 s and Quality

6 s and Quality. Robert Setaputra. Quality. ISO 9000-2000 Standards Degree to which a set of inherent characteristics fulfills requirements Juran Fitness of use And many others. Quality Dimensions. Garvin’s 8 dimensions of quality Performance Features Reliability Conformance

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6 s and Quality

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  1. 6s andQuality 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. 6s 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. 6s 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

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