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Module 11: Quality Management - ASU's W. P. Carey School
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Module 11: Quality Management - ASU's W. P. Carey School

Understanding Quality in Consumer Products

The Complexity of Defining Quality

  • The concept of quality varies among car buyers, with each individual having a unique definition that is often not communicated.
  • Customer expectations can shift rapidly as competitors introduce new features, altering the customer's perception of quality and potentially leading them to switch brands.
  • In the U.S., factors like phone quality, service availability, contract terms, customer service, and overall cost contribute to perceived quality in cell phone services.
  • A single negative experience can significantly lower a customer's quality assessment of their provider, highlighting the importance of every aspect in maintaining reputation.
Video description

Part 11 of 12 Supply chains are tasked with producing high quality products and services on a consistent basis, thus supply chain management is an entire exercise in quality management. In this module well illustrate the enormous task of developing, managing, and improving quality. In addition, youll see why world-class supply chain managers are in fact world-class quality managers. This is the 11th installment in Arizona State University's twelve-part introduction to supply chain management video series developed by Eddie Davila, Jeff Hough, Randy Cates, Dawn Feldman, Dan Ichikawa, Ian Schmoel, and Matt Hardy. ASU, the W. P. Carey School of Business, and the Supply Chain Management Department are proud and happy to share this video series with supply chain management departments, supply chain instructors, career specialists in high schools and universities, as well as industry leaders in an effort to inspire a new generation of supply chain management professionals across the country and around the world. For more information, visit W. P. Carey School's SCM Web site at http://wpcarey.asu.edu/scm or send an e-mail to wpcarey.scm@asu.edu.