{"id":489,"date":"2015-04-21T22:41:03","date_gmt":"2015-04-21T22:41:03","guid":{"rendered":"https:\/\/courses.candelalearning.com\/masterybusiness1xngcxmaster\/?post_type=chapter&p=489"},"modified":"2015-07-12T15:24:07","modified_gmt":"2015-07-12T15:24:07","slug":"quality-of-goods-and-services","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/clinton-introbusinesswmopen\/chapter\/quality-of-goods-and-services\/","title":{"raw":"Outcome: Quality of Goods and Services","rendered":"Outcome: Quality of Goods and Services"},"content":{"raw":"

What you\u2019ll learn to do:\u00a0identify the techniques that are available to ensure high-quality goods and services (Six Sigma, TQM, and SPC)\u00a0and\u00a0describe\u00a0the costs of poor quality<\/h2>\r\n\"Photo<\/a>\r\n\r\nAt some point you may have found yourself in the situation pictured\u00a0above\u2014and it definitely\u00a0was not what you expected or wanted. When consumers purchase a product, good, or service, there's a certain expectation of quality. When things are defective, don't function properly or \"as advertised,\" or wear out too quickly, the consumer's disappointment can mean\u00a0lost revenues, bad publicity, and, in some cases, lawsuits. For example,\u00a0by\u00a0the end of 2014, recalls of General Motors automobiles cost the company $4.1 BILLION. The recalls also cost in terms of brand loyalty, consumer confidence, investor relations, and government scrutiny. In both production and service businesses there are techniques and processes that can be utilized\u00a0to ensure high-quality goods and services. In this module you'll learn about some of these, including Six Sigma, TQM, and SPC.\r\n

LEARNING ACTIVITIES<\/h3>\r\nThe learning activities for this section include:\r\n