service quality - Answer-products intangible products that must be experienced (cannot be touched):
consistency, responsiveness, courtesy, promptness, atmosphere
Walter Shewhart - Answer-Contributed to understanding of process variability. Developed concept of
statistical control charts.
W. Edwards Deming - Answer-14 steps to quality management
plan, do, check, act cycle
improving production during WWII
teaching senior managers in Japan about quality
Joseph Juran - Answer-Fitness for use / developed cost of quality
Armand Feigenbaum - Answer-Introduced concept of total quality control
Philip B. Crosby - Answer-Coined phrase "quality is free" and introduced concept of zero defects
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