Handbook of Management Scales/Product or service design

Description
Eight quality management practices were identiﬁed by the authors: customer focus, employee relations, management leadership, process management, product/service design, quality data and reporting, supplier quality management, and training.

Items

 * Thoroughness of new product/service design reviews before the product/service is produced and marketed. (0.89)
 * Coordination among affected departments in the product/service development process. (0.93)
 * Quality of new products/services emphasized in relation to cost or schedule objectives. (0.87)
 * Extent to which implementation/producibility is considered in the product/service design process. (0.86)

All items were adapted from Saraph et al. (1989).

Source

 * Kaynak/Hartley (2008): A replication and extension of quality management into the supply chain. Journal of Operations Management, Vol. 26, No. 4, pp. 468–489.