Chapter 9. Management of Quality. Chapter 9: Learning Objectives. You should be able to: Define the term quality as it relates to products and as it relates to services Explain why quality is important and the consequences of poor quality Identify the determinants of quality
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Management of Quality
Everyone in the organization has some responsibility for quality, but certain areas of the organization are involved in activities that make them key areas of responsibility.
Having knowledge of this and failing to correct
and report it in a timely manner is unethical.
A ﬂowchart is a visual representation of a process.
Diamond = Decision points
Rectangle = Procedures
Arrows = The direction of “ﬂow”
Figure 9.5, page 401
Flowchart for catalog telephone orders -- potential failure
points are highlighted.