Across
- 1. An intangible or tangible item offered for sale
- 5. Control The process of ensuring that the product meets its established standard
- 7. The process whereby a firm identifies the practices of another firm and implements it to improve its own product as another method for improving quality
- 9. The amount of use the consumer gets from the product before it starts to deteriorate or a measure of the expected lifespan of a product
- 10. Defects Products that are free of faults and they adhere to standard
- 11. The process whereby firms subcontract some of their operations to independent suppliers of services
- 12. A Japanese concept of continuous improvement based on the approach that improvements should be made on a small and gradual basis
- 14. This measures the speed, courtesy, capability and ease of repair of the product when it breaks down. This can be in the form of warranties, replacement items, refunds and more
- 16. This dimension is based on how the product looks, feels, sounds, tastes or smells based on consumer judgements and preferences
- 18. and Development This involves steps taken by the firm to improve their product or the way in which it is made in order to improve quality and satisfy their consumers
- 19. Production A systematic method of production used to reduce wastage of resources by using few resources as possible in making the product
Down
- 2. This measures the extent to which the product's design and operating characteristics adhere to the established standard
- 3. This refers to how constant the product does what it is supposed to do. It measures the average time of the first failure; the average time between failures; and the failure rate per unit produced
- 4. Organization for Standardization This organisation was established in 1947 with a mandate to publish international standards relating to businesses worldwide
- 6. Quality Management A management philosophy which ensures standard is maintained in all areas of the organisation in order to meet consumers' expectations
- 8. of Quality A concept developed by David A Garvin in the late 1980's who proposed that there were eight distinctive ____________________________________
- 13. This dimension deals with the primary operating characteristics of the product and how well the product does what it was created for
- 15. Quality This is where the consumer has insufficient information about the product and what comes to mind the first time the product is seen
- 17. These are the characteristics of the product that are used to supplement its basic functioning