Beschreibung
It has been observed that the studies of quality are pursued in various disciplines like economics, quality management, and marketing science, and are seen isolated. The treatments imparted to these studies are also different and has the backdrop of discipline in which the work has been pursued. The nature of isolation is equally seen when quality uncertainty and perceived quality were pursued separately without showing any inkling that these can be complimentary. Economist and Nobel Laureate, Akerlof (1970), wrote a seminal piece "The market for lemons: quality uncertainty and market mechanism", where he described quality uncertainty due to information asymmetry. It refers to the fact that a party in a transaction may have more information than the other. This is information asymmetry. If the seller has more information than the buyer about the product quality, he/she may sell it, as if it is a high-quality product. In reality, it could be a low-quality product. The buyer does not have the information regarding the quality of the offered product. The market condition that led to this transaction is quality uncertainty due to information asymmetry.
Inhaltsverzeichnis
1Introduction 1.1Recent metrics for business performance 1.2Quality pursued in various disciplines 1.3Quality commonality and multidisciplinary approach 1.4Management of quality uncertainty and perception 2Quality uncertainty due to information asymmetry 2.1Prelude to quality uncertainty 2.2Information asymmetry and quality uncertainty 2.3Examples of information asymmetry and quality uncertainty 2.4Implications of asymmetric information 2.5Product manufacturing and quality uncertainty 2.6Causes of quality uncertainty due to information asymmetry 3Perceived quality through time 3.1Emergence of perceived quality 3.2Factors of perceived quality 3.3SERVQUAL as a metric of perceived quality 3.4Marketing science approach to product-quality perception 3.5Expected quality approach from information economics 3.6Critical appraisal of existing approaches 3.7Need of a robust approach 4Quality uncertainty and quality perception 4.1Theoretical background of probability and reliability engineering 4.2System reliability 4.3Success tree and failure tree method 4.4Paradigm for mathematical modelling 4.5Behaviour of asymmetry and quality uncertainty 4.6Fault tree or success tree analysis 4.7Market with multiple players 4.8Computation of quality uncertainty and perception 4.9Product life cycle and information asymmetry 4.10Managerial implications and strategies Appendix A Worksheets 1 and 2 5Root cause and failure analysis of quality uncertainty 5.1Theoretical background of seven management tools 5.2Cause-and-Effect methodology 5.3An illustrative case of ball bearing 5.4Root-cause analysis of quality uncertainty 5.5Innovative method of failure analysis 5.6Generic solutions 5.7Contributions to the theory of quality uncertainty 5.8Managerial implications of the root-cause method Appendix B Worksheets 3 and 4 6Dynamics of quality perception 6.1System dynamics methodology 6.2Causal loop mapping of quality perception 6.3Preliminary model, variables, data and analysis 6.4Towards market dynamics 6.5Quality perception and market dynamics 6.6Observations from simulation runs 6.7Evolving hierarchy of policies for quality management 6.8Managerial implications Appendix C Worksheets 5 and 6 7Future directions of quality perception References Index
