University of Modern Sciences

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University of Modern Sciences College of Business Dr. F. TAKTAK Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

Learning Points Appreciation of quality definitions Overview of some the leading figures in quality management An overview of six sigma and link with strategy An understanding of some organisational factors which can effect quality Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

Quality and the Customer In manufacturing the measure of quality work is often scrap. In services the customer is often the work in progress who will not come back if they experience poor quality. Is it possible to get pure service or pure manufacturing organisations? Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

Quality: What Is Quality? Meeting Customer Needs? User Approach Doing Everything Right First Time? Internal Manufacturing Approach The Best eg a ‘quality’ meal Meets certain characteristics eg the time a car has between services or a ‘lifetime’ warranty Value – cost and price Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

Define Quality in Manufacturing Reliability Performance Durability Perception Conformance/aesthetics Serviceability Features Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

Quality Planning and Control Set quality characteristics eg appearance, durability etc. Decide how to measure ( Measurable) Set standards Collect data Compare data with standards Take appropriate action Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

1- Measurement Specific appearance is very subjective, the number of the defects is more objective, could measure length, diameter and/or time. Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

SMART SMART 2 - Set Standards General points on setting targets: Specific Measurable Achievable Relevant Timely SMART Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

3- Control Decide accept or reject - two types of errors reject where satisfactory type 1 error, accept where unsatisfactory type 2 error Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

Example of quality Standard (Six Sigma) Striving for zero defects Specification range set at ± 4.5 standard deviations with a process shift of ± 1.5 standard deviations. Giving 3.4 defects per million. Broader whole organisation To achieve zero defects - cut costs, improve quality and save time. BUT Needs top management support and Change in frontline staff – culture Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

Questions? Quality and Productivity Sustainability & Improvement - BUSN 321 Summer semester - 2014 – UMS - Dubai, UAE

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