Section outline

  • General

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  • 2020-21 TTQC LESSON CALENDAR

  • SELF-ASSESSMENT QUIZZES

    • GARVIN MODEL - THE EIGHT DIMENSIONS OF QUALITY Quiz

      Please, identify the Garvin’s  dimensions for the definition of the product quality in the example here considered of a laser printer.


    • The ServQual Model Quiz

      Beside price, quality is the second element ensuring banking services competitiveness. 

      The Servqual model may be used to assess internet Banking services from the customer’s perspective. 

      Please, specify the correct Servqualclassification for each of the examples below reported.

    • The ServQual Gaps Quiz

      The ServQual Gaps possibly implied in the customer dissatisfaction are the following:

      GAP 1 - MISPERCEPTION OF CUSTOMER NEEDS (THE KNOWLEDGE GAP)

      GAP 2 - INAPPROPRIATE OR NO QUALITY STANDARDS (THE POLICY GAP)

      GAP 3 - SUBSTANDARD SERVICE DELIVERY (THE DELIVERY GAP)

      GAP 4 - DISCREPANCY BETWEEN WHAT CLIENTS ARE PROMISED AND WHAT IS PROVIDED (THE COMMUNICATION GAP)

      Please, identify the gaps which could derive from the situations here described:  



       

    • Garvin's Framework & Kano Model Quiz

      15 questions about Garvin's Framework (five approaches) and a few questions on Kano model

    • Seven Quality Control tools & Quality Circles Quiz

      15 questions for the Seven Quality control tools (also known as Ishikawa tools" and the Quality Circles

    • Statistical Quality Control, process variability & Costs of Quality Quiz

      15 questions about Statistical Quality Control, process variability & Costs of Quality

    • ISO 9000 Standards Quiz

      10 questions about ISO 9000 Standards

    • Quality approaches Quiz

      10 questions about various quality approaches from Quality Assurance, Total Quality Management, Six Sigma ...  

  • ASSIGNMENTS

    • 1. What is your meaning for “quality”? Assignment

      Please, write down your definition for quality


    • 2. The Garvin model for quality product definition Assignment

      This assignment involves the following tasks: 

      1) briefly describing the Garvin model for product quality (every single dimension) 

      2) giving an example for each dimension with reference to a product of your choice 

      N.B. The examples provided in the lecture slides should not be used.

    • 3. The Kano Model Assignment

      A) Please list and briefly describe the classification of the product attributes introduced by the Kano model (the five categories). 

      B) Identify the customer needs associated to the product attributes listed in the table included in the file.


    • 4. About Process Quality Assignment

      The two graphs below (a and b) are displaying the data distributions referred to the outputs of two different manufacturing processes... (see questions in the attached file).   


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  • Topic 9

  • Topic 10