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Assignment 2 (Openman)

The document discusses the differences between a consumer and producer perspective of quality. A producer defines quality as meeting specifications and requirements, while a consumer sees quality as a product being fit for its intended use. The dimensions a customer considers for quality in a product are performance, reliability, and conformance to standards. Quality of design refers to how well a product meets customer needs, while quality of conformance is how well a product meets its own specifications. Costs of quality are categorized as prevention costs, appraisal costs, internal failure costs for defects found before delivery, and external failure costs for defects found after delivery.

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Bianca Jane Kinatadkan
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73 views2 pages

Assignment 2 (Openman)

The document discusses the differences between a consumer and producer perspective of quality. A producer defines quality as meeting specifications and requirements, while a consumer sees quality as a product being fit for its intended use. The dimensions a customer considers for quality in a product are performance, reliability, and conformance to standards. Quality of design refers to how well a product meets customer needs, while quality of conformance is how well a product meets its own specifications. Costs of quality are categorized as prevention costs, appraisal costs, internal failure costs for defects found before delivery, and external failure costs for defects found after delivery.

Uploaded by

Bianca Jane Kinatadkan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Bianca Jane C.

Kinatadkan
3BSAIS-2

Assignment#2 Questions

2.1. How does the consumer’s perspective of quality differ from the
producer’s?

Consumer’s and producer’s perspective of quality depend on each


other. A producer’s definition of quality is meeting requirements. This is the
perspective of the organization in charge of the project and its processes,
as well as the goods and services purchased, produced, and retained as a
result of those processes. Meeting requirements entails that the product is
built in accordance with the specifications. Requirements can be very
detailed or very basic, but they must be specified in a measurable format
so that they can be measured and whether they have been met can be
determined. Being fit for use is the consumer’s perspective of quality. The end
user of the goods or services is referred to as the customer. Fit for use refers to a
product or service that, regardless of its specifications, meets the needs of
the customer. The more important of the two concepts of quality is fit for use

2.2. Briefly describe the dimensions of quality that a customer looks for in a
product, and apply them to a specific product.

 Performance is the primary operating characteristic of product. This


dimension involves measurable characteristics, whether the product
do what it is supposed to do, within its defined tolerance.

 While this dimension may seem simple and obvious, performance


specifications seldom describe the required features of a product.
Thus, it’s crucial that suppliers creating product or services based on
performance specifications that are close to its intended uses, and
maintain close relationships with the users.

 The reliability of a product could be strictly linked to


performance. Reliability is the major contribution to brand or
company image, and is considered a fundamental dimension of
quality by most users, which could likely increase the customer's
loyalty and stakeholder's satisfaction. 

 Conformance quality whether the final product meet a certain


standards determined by the producer. In other words, it’s a measure
of how close products and services come to meeting planned criteria
once they are delivered. If a product strictly meets target
specifications, it is categorized as excellent conformance quality. 
Bianca Jane C. Kinatadkan
3BSAIS-2

2.3. How does quality of design differ from quality of conformance?

The term quality involves two complimentary variables which are quality of
design and quality of conformance. Quality of design is the degree to which the
designer is intending to provide its customers. Both provide basic need for
customers; however their different features are designed for two different
customers. Quality of conformance is the degree to how well a product or
service meets its specifications.

2.4. Define the two major categories of cost of quality and how they relate to
each other.

The reason quality has gained such prominence is that organizations have
gained an understanding of the high cost of poor quality. Quality affects all aspects
of the organization and has dramatic cost implications. The most obvious
consequence occurs when poor quality creates dissatisfied customers and
eventually leads to loss of business. However, quality has many other costs, which
can be divided into two categories. The first category consists of costs necessary
for achieving high quality, which are called quality control costs. These are of two
types: prevention costs and appraisal costs. The second category consists of the
cost consequences of poor quality, which are called quality failure costs. These
include external failure costs and internal failure costs. 

2.5. What is the difference between internal and external failure costs?

Internal failure costs are costs associated with defects found before the


customer receives the product or service. While External failure costs are costs
associated with defects found after the customer receives the product or
service.

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