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Location Choice Orientation Selection Logistics Design Organisation Design Global Partners / Arrangements

Fitting the above Operations decisions into the existing mosaic or vice versa

Global Operations strategy and related decisions

Results

CONCEPTS OF TOTAL QUALITY MANAGEMENT (TQM) QUALITY

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A high degree of excellence Degree to which a set of inherent characteristic fulfils requirements As per JURAN - Conformance to specifications As per PHILIPS CROSSBY - Fitness for use As per ISO 9000 - Quality is conformance to requirements It is a measure of the degree to which the product meets its design standards which may relate to materials, performance, reliability, time or any quantifiable characteristics The result of care The characteristics of a product or service that bear on its ability to satisfy stated or implied needs A product or service free of deficiencies Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for

TOTAL QUALITY

It is the ability of a good / service to satisfy customer expectations with respect to : -

The product design How well the design takes the user into account How closely the product conforms to the design standards What additional service is needed to keep the product operational

QUALITY CONTROL

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