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Quality Management

I just need an opinion on the following:

What are different kinds of quality? How is customer satisfaction different from product quality? How can you measure customer satisfaction? How is product quality different from process quality? How do you measure product quality and process quality? What is process capability? How are TQM, 6 Sigma, and ISO9000 alike and different?

Solution Preview

Consider these questions:

What are different kinds of quality?

Basically there are two different types of quality:

1. External quality - this is the type that corresponds to client satisfaction. To achieve external quality means you must provide a service or product that meets the customers' expectations so you can develop loyalty with that customer.

2. Internal quality - this is the type that corresponds to the company's internal operation's improvement. Internal quality has a purpose and that is to apply the median making it possible to identify and limit dysfunction and to accurately describe the organization.

How is customer satisfaction different from product quality?

The easy answer to this is without a quality product there would be no customer satisfaction. But when one is talking about customer satisfaction it boils down to perception. By this I mean how does the customer see and experience the product or service your company provides. It doesn't matter whether or not you believe you have a quality product that will satisfy your customer instead what matters is the real live customer and how they feel or if they have a positive experience and ultimately what they say. So ultimately your financial results or "bottom-line" is totally tied to customer satisfaction and quality with quality measured along two dimensions and that being both performance and the physical. So as you can see they are somewhat tied together but different with one being dependent upon the other.

How can you measure customer satisfaction?

This can certainly present a challenge since the requirements for satisfaction are as unique as each customer served. This is hard to quantify even when viewing it from a more personal level. Setting standards for employees when ...

Solution Summary

From the kinds of quality to customer satisfaction and the measurement of this response will tell you what process capability is and how product quality and process quality can be measured. Also you will see what are similarities and differences between TQM, Six Sigma and ISO9000.

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