.....…… 6 • Control Chart……………………………………………………………………..……. 7 • Hypothesis Testing....…………………………………………………………….……. 7 Conclusion & Recommendations…………………………………………………….……..…… 7 Appendix A: Visual Representation of Data Collection……………………………………….…8 Appendix B: Collected Data………………………………………………………………………9 Appendix C: Histogram……………………………………………………………………….…10 Appendix D: Cause-and-Effect Diagram…………………………………………………...……11 Appendix E: Control Chart Data…………………………………………………………………12 Appendix F: Control Charts……………………………………………………………………… Appendix G: Reference Documents……………………………………………………………… Abstract Quality always has been an integral part of virtually all products and services. Quality assurance techniques and tools have been an evolutionary development as our awareness of their importance has increased. There has been a profound growth in the use of statistical methods for quality and business improvements over the last few decades. This project outlines the...
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...Target Segment of Surf Excel in Bangladesh Need Washing and cleaning clothes. Benefits Surf excel is putting efforts to provide a product from which customers will have superior quality in washing clothes. They are also trying to serve a value standard, form which consumers will have a platform where customer will have a cause to be confident about their clothing and cleanliness thus become tension free. Segmentation Demographic * Main target is housewives with kids. That refers to a age between 25 to above. Surf excel have targeted this age group of women because group with this characteristics are mostly the decision makers of detergent powder or clothing washing materials for the home. Specifically in our sub-continent, most of the women over 25 of age are housewives. They are the responsible person for the cleanliness in home. Economic * Price of a 500gm pack of surf excel is Tk. 99 in Bangladesh. Which is a whole month of detergent supply for an idol family. But there are lot of other brands in the market with different price tags in the market. For an instance, one can purchase 500gm pack of Wheel or Chaka washing powder at Tk. 37 or 900gm pack of Rin washing powder at tk. 110, which is lot cheaper than Surf Excel. On the contrary, the same person can purchase 2.5kg of Breeze detergent powder pack for Tk. 836, which is comparatively expensive. Which means, surf excel has targeted families with higher middle class or above status, who can afford the price...
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...Influences of Brand Awareness, Brand Associations, and Perceived Quality on Customer Loyalty Angry Birds Rovio Entertainment Ltd. Games in Bandung City Fenny Fathiyah Business Management of Telecommunication and Information Telkom Institute of Management, Bandung, Indonesia fennyfath@gmail.com Abstract Increasing financial and sales performance of games Angry Birds, a product of Rovio Entertainment Ltd, as a new industry and becoming a success market leader in mobile gaming platform segment show a good part of popularity brands. This is the researcher’s background to do research about brand awareness, brand associations, and perceived quality also its influence on customer loyalty of games Angry Birds in Bandung city. The method of this research is descriptive method and causal association method by involving 400 respondents as its objects. The analyses are used to know how brand awareness, brand associations, and perceived quality on customer loyalty. Data analysis techniques are used as the path analysis. Studied variable are brand awareness, brand associations, and perceived quality as independent variable and customer loyalty as dependent variable. Based on the results of research on, it can be concluded that (i) brand awareness, brand associations, and perceived quality stood at 68.1%, 70.5%, and 71.1% respectively, (ii) customer loyalty stood at 69.5%, (iii) brand awareness, brand associations, and perceived quality simultaneously has a significant influence on customer loyalty...
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...Hotel Case Study Kioumars Paryani, Lawrence TechnoLogicaL UniversiTy ali masoudi, azad UniversiTy, soUTh Branch of Tehran ElizabEth a. CudnEy, MissoUri UniversiTy of science and TechnoLogy © 2010, asQ Quality function deployment (QFD) is a methodology for capturing and translating the voice of the customer (VOC) into engineering characteristics of products or services. In addition, the process prioritizes and deploys these customer-driven characteristics throughout the product or service development to meet the VOC (that is, customer needs, wants, and expectations). QFD determines effective development targets for the prioritized product and service characteristics. The QFD process has been used and documented extensively in product development. The service industry, however, lacks in the application of this process. The purpose of this paper is to show practitioners and researchers how this process, in its entirety, can be used as a planning process to link customer requirements and service characteristics in the hospitality industry. A case study was developed focusing on a specific hotel to illustrate the application of the QFD process in a five-star hotel. Key words: four-phase QFD, hospitality industry, quality function deployment, service, SERVQUAL, total quality management INTRODUCTION The service industry exhibits distinct features that are not shared in the manufacturing industry. Many service organizations are profit-earning business enterprises such as hotels...
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...additives on rheological, microstructural, quality characteristics and fatty acid profile of cakes M. Sowmya a, T. Jeyarani b, R. Jyotsna a, D. Indrani a, * a b Flour Milling, Baking and Confectionery Technology Department, Central Food Technological Research Institute, Mysore 570 020, Karnataka, India Lipid Science and Traditional Foods Department, Central Food Technological Research Institute, Mysore 570 020, Karnataka, India a r t i c l e i n f o a b s t r a c t Article history: Received 25 August 2008 Accepted 2 February 2009 Effect of replacement of fat with 25, 50, 75 and 100% sesame oil (on fat basis); 50% sesame oil, hydrocolloids and emulsifiers on the rheological, microstructural, quality characteristics and fatty acid profile of cake was studied. Addition of increasing amount of sesame oil decreased viscosity, increased specific gravity of cake batter; decreased cake volume and overall quality score. Microstructure studies showed disrupted gluten matrix. Among the two different hydrocolloids [hydroxypropylmethylcellulose (HPMC) and xanthan] and emulsifiers [glycerol monostearate (GMS) and sodium stearoyl-2-lactylate (SSL)] tried, HPMC and SSL increased the batter viscosity, decreased the specific gravity, increased the volume and overall quality score. Use of combination of HPMC and SSL improved significantly the quality characteristics of cake with 50% sesame oil in such a way that the overall quality score was higher than that of the control cake...
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...enterprise • what operations managers do • how goods and services are produced • how people organize themselves for productive enterprise • All of the above 2. An operations manager is not likely to be involved in ______________. • the quality of goods and services to satisfy customers’ wants and needs • the design of goods and services to satisfy customers’ wants and needs • the identification of customers’ wants and needs • maintenance schedules • work scheduling to meet the due dates promised to customers 3. Which of the following are part of the Ten Critical Decisions of Operations Management? 4. design of goods and services 5. managing quality III. layout strategy 1. marketing 2. pricing of goods and services I,II,IV I,II,V II,III,V I,II,III All of the abov 4. Henry Ford is noted for his contributions to _______________. • time and motion studies • material requirements planning • assembly line operations • statistical quality control • scientific management 5. Which of the following is the best example of a pure service? • electric co-op • counseling • oil change • heart transplant • All of the above 6. Which is not true regarding differences between goods and services? • Goods tend to have higher customer interaction than services. • Services tend to be more knowledge-based than goods. • Services are generally produced and consumed simultaneously; tangible goods are not. •...
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...it is important to link the two 5. Describe and give examples of time-based strategies 6. Define the term productivity and explain why it is important to organizations and countries 7. Provide some reasons for poor productivity and some ways of improving it Instructor Slides 2-2 Better quality, higher productivity, lower costs, and the ability to respond quickly to customer needs are more important than ever and… the bar is getting higher Instructor Slides 2-3 This chapter focuses on three separate, but related that are vitally important to business organizations Competitiveness Strategy Productivity Instructor Slides 2-4 Competitiveness: How effectively an organization meets the wants and needs of customers relative to others that offer similar goods or services Organizations compete through some combination of their marketing and operations functions • What do customers want? • How can these customer needs best be satisfied? Instructor Slides 2-5 Identifying consumer wants and/or needs Pricing Advertising and promotion Instructor Slides 2-6 Product and service design 2. Cost 3. Location 4. Quality 5. Quick response 6. Flexibility 7. Inventory management 8. Supply chain management 9. Service 10. Managers and workers 1. Instructor Slides 2-7 1. 2. 3. 4. 5. 6. 7. Neglecting operations strategy Failing to take advantage...
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...enterprise • what operations managers do • how goods and services are produced • how people organize themselves for productive enterprise • All of the above 2. An operations manager is not likely to be involved in ______________. • the quality of goods and services to satisfy customers’ wants and needs • the design of goods and services to satisfy customers’ wants and needs • the identification of customers’ wants and needs • maintenance schedules • work scheduling to meet the due dates promised to customers 3. Which of the following are part of the Ten Critical Decisions of Operations Management? 4. design of goods and services 5. managing quality III. layout strategy 1. marketing 2. pricing of goods and services I,II,IV I,II,V II,III,V I,II,III All of the abov 4. Henry Ford is noted for his contributions to _______________. • time and motion studies • material requirements planning • assembly line operations • statistical quality control • scientific management 5. Which of the following is the best example of a pure service? • electric co-op • counseling • oil change • heart transplant • All of the above 6. Which is not true regarding differences between goods and services? • Goods tend to have higher customer interaction than services. • Services tend to be more knowledge-based than goods. • Services are generally produced and consumed simultaneously; tangible goods are not. •...
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...at favorable prices and provides funds for operations. Marketing Assesses customers’ wants, and promote organizations goods or services. Operations Creates products & services 4 What is Operations? • Operations – processes that produce goods and services • Processes – fundamental activities of organizations that use resources to transform inputs into goods and services Operations as a Transformation Process INPUT Material Machines Labor Management Capital OUTPUT Goods Services TRANSFORMATION PROCESS Feedback Transformation Processes Physical Locational Exchange Physiological Psychological Informational (manufacturing) (transportation/ warehouse) (retail) (health care) (entertainment) (communications) Food Processing Industry Inputs Raw Vegetables Metal Sheets Water Energy Labor Building Equipment Processing Cleaning Making cans Cutting Cooking Packing Labeling Output Canned vegetables Hospitals Inputs Doctors, nurses Hospital Medical Supplies Equipment Laboratories Patients Processing Examination Surgery Monitoring Medication Therapy Output Healthy patients What Is Operations Management? • A simple definition: The set of activities that creates goods and services by transforming inputs into outputs. • Operations management is the management of systems that produce goods and provide services. – It includes planning,...
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...worry about popularity or unity within the group (Brown, 2010) (DuBrin, 2010). • Those put in a position of power over others, either a manager position or a leadership position must have the qualities that will benefit the company in those roles. • Leaders are those who work hard and perform positive results and in doing so are able to bring out the best in others around them. Leading by example is a key trait of a leader and not necessarily that of a manager in charge. • A manager is the key person is in a position of authority over others and they are the one who has the ability to get a task done and stay on schedule. Popularity with subordinates may not be the primary goal of finding a manger but one who is task and detail oriented. • Leaders may not always be good managers. Leaders tend to get the job done through a different approach than managers. Leaders evoke the feelings of determination and quality work in others which is not always accomplished under time constraints. The job gets done but in no set time. • Managers set goals and expectations for the group to get done and the group is expected to perform. This is where having a good leader under a good manager creates the ideal situation for productivity and success. Leaders have unique qualities that set them apart from managers (Leadership, 2011). • They act as a figurehead and represent the entire team’s thoughts and ideas. • Leaders are able to answer for the group to either...
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...TITLE PAGE PRODUCT DIFFERENTIATION AND ITS CONSEQUENCES ON THE MARKETING OF CONSUMER GOODS IN NIGERIA, (A CASE STUDY OF NIGERIAN TOBACCO COMPANY PLC. KANO) BY DAVID GARGADI (PGS/SMS/04/2840 BEING A RESEARCH WORK SUBMITTED TO THE DEPARTMENT OF BUSINESS ADMINISTRATION, BAYERO UNIVERSITY, KANO AS PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE AWARD OF MASTER OF BUSINESS ADMINISTRATION (MBA) JULY, 2007 APPROVAL SHEET The Dean School of Post Graduate Studies Bayero University, Kano Kano SUBMISSION OF RESEARCH PROJECT This is to certify that DAVID GARAGADI (PGS/SMS/05/3737) have successfully completed this research work on the subject; The Consequences of product differentiation on the marketing of consumer goods in Nigeria, (A case study of Nigeria tobacco company plc.Kano) under my supervision. -------------------------------------------- Dr. Ado K/Mata ----------------------------------------------- Prof. A.R Mohammed (The Dean School of Post Graduate Studies) CERTIFICATION I certify that this dissertation entitled: THE CONSEQUENCES OF PRODUCT DIFFERENTIATION IN THE MARKETING OF CONSUMER GOODS IN NIGERIA (A CASE STUDY OF NIGERIAN TOBACCO COMPANY PLC, KANO). Written by: DAVID GARGADI (PGS/SMS/04/3737) meets the requirement governing the award of Master...
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...COMPULSORY PAPERS Title: Total Quality Management Subject Code: 3001 Contact Hours: 45 hrs Work load: 3 hrs per week Credit Points: 3 Evaluation: Continuous Internal Assessment – 25 marks Semester End Examination -- 50 marks Objectives: This cour se is designed to help students to develop basic appreciation of quality concepts and learn the tools and techniques to achieve quality. It also gives the totally integrated effort for gaining competitive advantage by continuously improving every facet of an organization’s activities. Pedagogy : Lectures, Assignments, case studies, seminar, MODULE 1 Introduction to TQM: Various definitions of quality and TQM, Core concepts of quality, The masters of quality(W Edwards Deming, Joseph M Juran, Philiph B Crosby, Kaoru Ishikawa, Ginichi Taguchi, Shigeo shingo) Evolution of quality, The Total Quality Management Excellence Model, Strategic Quality Management, Lecture, Numerical Exercises on cost of quality, TPM 1. Basterfield H Dale and others, Total Quality Management, Pearson Education/PHI, Inc. 2006. 2. K.Shridhar Bhat Total Quality Management (Himalaya publishing house 2005). 3. Poornima M Charantimath, Total Quality Management, Pearson Education, 2003. MODULE 2 Continuous process improvement: Concepts of Kaizen, Kaizen vs. Innovation, Kaizen Strategy, House of Quality, Quality Function deployment, Quality Circles. Brain storming, Value...
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...12 Performance effectiveness 13 Performance efficiency 13 CHANGING NATURE OF ORGANIZATIONS 13 7 changes 14 Total quality management (TQM) 14 MANAGERS IN THE NEW WORKPLACE 15 Definition of manager 15 LEVELS OF MANAGERS 15 Top manager 16 Middle manager 16 Project manager 16 Team leader or supervisor 16 Nine responsibilities of team leader 17 TYPES OF MANAGERS 17 Administrator 17 Functional manager 17 General manager 17 Line manager 17 Staff manager 17 MANAGERIAL PERFORMANCE 17 Quality of work life 17 Accountability 18 CHANGING NATURE OF MANAGERIAL WORK 18 Upside-down pyramid 19 THE MANAGEMENT PROCESS 19 FUNCTUONS OF MANAGEMENT (Planning, Leading, Controlling, Organizing) 19 Management 20 Leading 20 Organizing 20 Planning 21 Controlling 21 MANAGERIAL ACTIVITIVES AND ROLES 21 Mintzberg’s 10 managerial roles ( Inter-Info-Decisional) 22. Realities of managerial work 22 MANAGERIAL AGENDAS AND NETWORKING 22 Agenda setting 23 Networking 23 LEARNING HOW TO MANAGE 23 Lifelong learning 23 Portfolios of skills 23 ESSENTIAL MANAGERIAL SKILLS 23 Skill 24 Conceptual skills 25 Technical skills 24 Emotional intelligence 24 Human skills 24 SKILL AND OUTCOME ASSESSMENT 24 Managerial competency 25 Key personal characteristics for managerial success 25 MANAGEMENT 8/e...
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... |1. T F Compared to physical goods, services are the dominant economic activity in developed | |Page: 6 |countries around the world. | |Ans: T |2. T F A service is defined as a performance. | |Page: 7 | | |Ans: F |3. T F Services marketing is identical to goods marketing. | |Page: 8-9 | | |Ans: T |4. T F Distinguishing service and physical goods along a continuum from intangible dominant | |Page: 8-9 |services to tangible dominant physical goods is a good way to differentiate services | | |marketing from goods marketing. | |Ans: T |5. T F The proportion of tangibles to intangibles in a product determines whether it is a | |Page: 8-9 |good or a service. ...
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...WELCOME TO LECTURE 6 Quality Function Deployment QFD House of Quality (HOQ) fgeorge@clemson.edu Lecture 6. Page 1 of 27 COURSE PERT CHART fgeorge@clemson.edu Lecture 6. Page 2 of 27 Where we are • • • • • We have seen how to define the problem We have seen how to decompose it We have seen how to be creative We have seen how to evaluate solutions Now how can we improve on existing products? - What does the CUSTOMER want? fgeorge@clemson.edu Lecture 6. Page 3 of 27 QFD:Definition QFD stands for Quality Function Deployment. Derived from six Chinese/ Japanese characters: 1. Hin shitsu: Qualities, features or attributes 2. Ki no: function 3. Ten kai: deployment QFD:- systematic way for developing products based on the needs of the customer. fgeorge@clemson.edu Lecture 6. Page 4 of 27 History of QFD Originally developed by Yoji Akao of Tokyo in 1966. First implemented at the Kobe Shipyard of Mitsubishi in 1972. Subsequently adopted by Toyota and other Japanese Firms. First QFD Training outside Japan at GM and Ford in 1972. Later by other companies around the world fgeorge@clemson.edu Lecture 6. Page 5 of 27 QFD : QUALITY FUNCTION DEVELOPMENT GOAL: •Recognize the correlations between the customer requirements and the product characteristics •Identify the product characteristics that affect specific customer requirements •Recognize the correlations within the engineering characteristics fgeorge@clemson.edu Lecture 6. Page 6 of 27 ...
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