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Operations Management
Quality Management and SPC
Questions
1. Use the dimensions of quality to describe typical characteristics of these products and services:
a. A television set.
b. A restaurant meal (product).
c. A restaurant meal (service).
On/off, sound, color, and picture
Remote control, inset picture, and stereo sound
Conforms to design specifications for size, pixels, etc.
Infrequency of breakdowns and repair work
Useful life in terms of time and use
UL approved and high Consumer Reports rating
Handling of complaints, requests for information, and repair work (cost,
time, reliability, courtesy, and trust)
Quality of each set does not vary
Restaurant Meal (Product)
Taste, smell, color, arrangement of food, cleanliness, and tableware
Specialties of the house: wines, cocktails, desserts, etc.
Meets or exceeds customer expectations
Meals are consistently delicious and cooked properly
Meal ingredients maintain freshness and flavor
Appearance of meal leads customers to believe food is good
Complaints handled quickly
Quality of each meal does not vary
Restaurant Meal (Service)
Easy entry into facility and available hours meet customer needs
Servers take and serve orders dependably, consistently, and accurately
Servers are able to handle special meal and drink requests and to take care
of problems quickly
Meals are cooked and served quickly
Servers are knowledgeable about all menu items
Servers and managers treat customers with respect
Facility is clean, equipment is in good working order, and servers are
dressed properly and have good hygiene
The restaurant consistently serves good food
The restaurant consistently meets or exceeds customer expectations