Into Quality Management - Rev00
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Transcript of Into Quality Management - Rev00
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7/24/2019 Into Quality Management - Rev00
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Copyright 2009 John Wiley & Sons, Inc.Beni AsllaniBeni Asllani
University of Tennessee at ChattanoogaUniversity of Tennessee at Chattanooga
Operations Management - 6thEdition
Operations Management - 6thEdition
IntroductionIntroduction
Roberta Russell & Bernard W. Taylor, III
Quality ManagementQuality Management
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Copyright 2009 John Wiley & Sons, Inc. 2-2
What Is Quality?What Is Quality?
Oxford American DictionaryOxford American Dictionary a degree or level of excellencea degree or level of excellence
American Society for QualityAmerican Society for Quality totality of features and characteristicstotality of features and characteristicsthat satisfy needs without deficienciesthat satisfy needs without deficiencies
Consumers and producersConsumers and producersperspectiveperspective
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What Is QualityWhat Is Quality
Custo!er"s #erspecti$eCusto!er"s #erspecti$e Fitness for useFitness for use
how well product orhow well product or
service does what it isservice does what it issupposed tosupposed to
Quality of designQuality of design designing qualitydesigning quality
characteristics into acharacteristics into a
product or serviceproduct or service
A Mercedes and a Ford areA Mercedes and a Ford are
equally fit for use, but withequally fit for use, but with
different design dimensions.different design dimensions.
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i!ensions o' Qualityi!ensions o' Quality
(anu'acture) #ro)ucts(anu'acture) #ro)ucts PerformancePerformance
basic operating characteristics of a product; howbasic operating characteristics of a product; how
well a car handles or its gas mileagewell a car handles or its gas mileage FeaturesFeatures
extra items added to basic features, such as aextra items added to basic features, such as astereo CD or a leather interior in a carstereo CD or a leather interior in a car
ReliabilityReliability probability that a product will operate properlyprobability that a product will operate properlywithin an expected time frame; that is, a TV willwithin an expected time frame; that is, a TV willwork without repair for about seven yearswork without repair for about seven years
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AestheticsAesthetics how a product looks, feels, sounds,how a product looks, feels, sounds,
smells, or tastessmells, or tastes SafetySafety
assurance that customer will not sufferassurance that customer will not sufferinjury or harm from a product; aninjury or harm from a product; anespecially important consideration forespecially important consideration for
automobilesautomobiles PerceptionsPerceptions
subjective perceptions based on brandsubjective perceptions based on brandname, advertising, and likename, advertising, and like
i!ensions o' Qualityi!ensions o' Quality
(anu'acture) #ro)ucts +cont.(anu'acture) #ro)ucts +cont.
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i!ensions o' Qualityi!ensions o' Quality
Ser$icesSer$ices
Time and timelinessTime and timeliness
how long must a customer wait for service,how long must a customer wait for service,and is it completed on time?and is it completed on time?
is an overnight package delivered overnight?is an overnight package delivered overnight?
Completeness:Completeness: is everything customer asked for provided?is everything customer asked for provided? is a mail order from a catalogue companyis a mail order from a catalogue company
complete when delivered?complete when delivered?
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i!ensions o' Qualityi!ensions o' Quality
Ser$ice +cont.Ser$ice +cont.
Courtesy:Courtesy: how are customers treated by employees?how are customers treated by employees? are catalogue phone operators nice and areare catalogue phone operators nice and aretheir voices pleasant?their voices pleasant?
ConsistencyConsistency is same level of service provided to eachis same level of service provided to eachcustomer each time?customer each time?
is your newspaper delivered on time everyis your newspaper delivered on time everymorning?morning?
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Accessibility and convenienceAccessibility and convenience how easy is it to obtain service?how easy is it to obtain service?
does service representative answer you calls quickly?does service representative answer you calls quickly? AccuracyAccuracy
is service performed right every time?is service performed right every time? is your bank or credit card statement correct every month?is your bank or credit card statement correct every month?
ResponsivenessResponsiveness how well does company react to unusual situations?how well does company react to unusual situations? how well is a telephone operator able to respond to ahow well is a telephone operator able to respond to acustomers questions?customers questions?
i!ensions o' Qualityi!ensions o' Quality
Ser$ice +cont.Ser$ice +cont.
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What Is QualityWhat Is Quality
#ro)ucer"s #erspecti$e#ro)ucer"s #erspecti$e
Quality of conformanceQuality of conformance making sure product or service is producedmaking sure product or service is producedaccording to designaccording to design if new tires do not conform to specifications, theyif new tires do not conform to specifications, they
wobblewobble
if a hotel room is not clean when a guest checksif a hotel room is not clean when a guest checks
in, hotel is not functioning according toin, hotel is not functioning according to
specifications of its designspecifications of its design
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(eaning o' Quality(eaning o' Quality
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What Is QualityWhat Is Quality
1 inal #erspecti$e1 inal #erspecti$e
Customers and producers perspectivesCustomers and producers perspectives
depend on each otherdepend on each other Producers perspective:Producers perspective:
production process and COSTproduction process and COST
Customers perspective:Customers perspective: fitness for use and PRICEfitness for use and PRICE
Customers view must dominateCustomers view must dominate
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$olution o' Quality (anage!ent$olution o' Quality (anage!ent
Quality 4urusQuality 4urus Walter ShewartWalter Shewart
In 1920s, developed control chartsIn 1920s, developed control charts
Introduced term Introduced term quality assurancequality assurance W. Edwards DemingW. Edwards Deming Developed courses during World War II to teachDeveloped courses during World War II to teachstatistical quality-control techniques to engineers andstatistical quality-control techniques to engineers andexecutives of companies that were military suppliersexecutives of companies that were military suppliers
After war, began teaching statistical quality control toAfter war, began teaching statistical quality control to
Japanese companiesJapanese companies Joseph M. JuranJoseph M. Juran
Followed Deming to Japan in 1954Followed Deming to Japan in 1954 Focused on strategic quality planningFocused on strategic quality planning Quality improvement achieved by focusing on projectsQuality improvement achieved by focusing on projects
to solve problems and securing breakthrough solutionsto solve problems and securing breakthrough solutions
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Armand V. FeigenbaumArmand V. Feigenbaum In 1951, introduced concepts of total quality control andIn 1951, introduced concepts of total quality control andcontinuous quality improvementcontinuous quality improvement
Philip CrosbyPhilip Crosby In 1979, emphasized that costs of poor quality farIn 1979, emphasized that costs of poor quality faroutweigh cost of preventing poor qualityoutweigh cost of preventing poor quality
In 1984, defined absolutes of quality managementIn 1984, defined absolutes of quality managementconformance to requirements, prevention, and zeroconformance to requirements, prevention, and zerodefectsdefects
Kaoru IshikawaKaoru Ishikawa Promoted use of quality circlesPromoted use of quality circles Developed fishbone diagramDeveloped fishbone diagram Emphasized importance of internal customerEmphasized importance of internal customer
$olution o' Quality (anage!ent$olution o' Quality (anage!ent
Quality 4urus +cont.Quality 4urus +cont.