Operations Management: Processes and Supply Chains, 12th Edition

Learning Goals in Review

Learning Goal	Guidelines for Review	MyLab Operations Management Resources
Define the four major costs of quality, and their relationship to the role of ethics in determining the overall costs of delivering products and services.	See the section “Costs of Quality,” pp. 99–101, and understand how deceptive business practices can affect a customer’s experiences and why the costs of quality should be balanced with ethical considerations.	Video: Quality at Axon
Explain the basic principles of Total Quality Management (TQM) and Six Sigma.	See the section “Total Quality Management and Six Sigma,” pp. 101–105. Focus on the five customer definitions of quality, and the key Figures 3.1 and 3.2. Be sure to understand Figure ...