August 2011
Intermediate to advanced
634 pages
21h 57m
English
Content preview from A First Course in Quality Engineering, 2nd Edition
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Introduction to Quality 11
1.2.1 Product Quality vs. Service Quality
Most of the discussions in this book regarding quality methods are made in
the context of producing a physical product, as it is easier to illustrate con-
cepts of quality in this manner� However, we recognize that services, such
as mail delivery, dry cleaning, maintenance, and security, must also be “pro-
duced” in order to meet the needs of the customers who use them� Even for
these services, customer needs must be assessed; the service features must be
chosen to meet those needs; and production and delivery must be performed
in a manner to meet those needs� Only then will ...
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