Dimensions Of Product Quality (Garvin) 1. Core Performance basic operating characteristics 2. Features “extra” items added to basic features 3. Reliability.

Slides:



Advertisements
Similar presentations
Implementing Quality Concepts
Advertisements

1 Managing Quality Quality defined Total cost of quality Strategic Quality –Total quality management (TQM) –Continuous improvement tools Quality assurance.
Pearson Education Ltd. Naki Kouyioumtzis
Operations Management Managing Quality Chapter 6
1.Explain product quality and quality management 2.Explain roles of various business functions in determining product quality 3.Describe core values and.
Module 4 Quality. Module 4 Objectives Discuss business practices within a framework of corporate social responsibility. Understand the various definitions.
Chapter 3 Quality Management
Operations Management Managing Quality Chapter 6
Quality Management. Meaning of Quality  Getting what you paid for  “the totality of features and characteristics of a product or service that bears.
Beni Asllani University of Tennessee at Chattanooga
Project Management Quality Management* Dr. Khalid S. Husain * 07/16/96
To Accompany Russell and Taylor, Operations Management, 4th Edition,  2003 Prentice-Hall, Inc. All rights reserved. Quality Management OPIM 310-Lecture.
Managing Quality 12 July Introduction What: quality in operations management Where: Quality affects all goods and services Why: Customers demand.
Copyright 2006 John Wiley & Sons, Inc. Quality Management Chapter 3.
Chapter 14 Quality Management Sell good merchandise at a reasonable profit, treat your customers like human beings, and they will always come back for.
Operations Management Managing Quality Chapter 6
To Accompany Russell and Taylor, Operations Management, 4th Edition,  2003 Prentice-Hall, Inc. All rights reserved. Chapter 14 Quality Management To.
Roberta Russell & Bernard W. Taylor, III
© 2013 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
Chapter 6: Managing Quality BUSI Quality What is quality? In what ways does quality impact the organization? What are some of the reasons why we.
1/28 Basic Concepts of Quality. 2/28 Basic Concepts of Quality What is Quality? ATTRIBUTES are used to describe QUALITY… examples: Beauty, Goodness, Freshness,
Management of Quality Parts of Chapters 9 and 10.
8/25/2015ENGM 720: Statistical Process Control1 ENGM Lecture 02 Introduction to Statistical Process Control.
Dimensions Of Product Quality (Garvin) 1. Core Performance basic operating characteristics 2. Features “extra” items added to basic features 3. Reliability.
Chapter 14 Quality Management Sales Order Management Aggregate Planning Master Scheduling Production Activity Control Quality Control Distribution Mngt.
© 2011 Pearson Education, Inc. publishing as Prentice Hall Defining Quality The totality of features and characteristics of a product or service that.
Management of Quality Chapter 9 PP June 27, 2012.
Juran: Quality Trilogy Managing for quality consists of three basic quality- oriented processes: quality planning, quality control, and quality improvement.
Dimensions Of Product Quality (Garvin)
TQM: Customer Focused Quality
3-1Copyright 2009, John Wiley & Sons, Inc. Chapter 2: Quality Management Lecture Outline  Meaning of Quality  Total Quality Management  Quality Improvement.
Chapter 11 – Part I Total Quality Management COB 300 Busing.
Quality and Quality Assurance IB Business and Management.
Quality Management. What is Quality? Ability of Product/Service to Consistently Meet or Exceed Expectations ASQ Definition: Totality of Features and Characteristics.
9-1Management of Quality William J. Stevenson Operations Management 8 th edition.
McGraw-Hill/Irwin Copyright © 2007 by The McGraw-Hill Companies, Inc. All rights reserved. 9 Management of Quality.
McGraw-Hill/Irwin Copyright © 2007 by The McGraw-Hill Companies, Inc. All rights reserved. 9 Management of Quality.
Chapter 9 Management of Quality. Learning Objectives You should be able to: 1.Define the term quality as it relates to products and as it relates to services.
Copyright 2006 John Wiley & Sons, Inc. Beni Asllani University of Tennessee at Chattanooga Operations Management - 5 th Edition Chapter 3 Roberta Russell.
Copyright 2006 John Wiley & Sons, Inc. Beni Asllani University of Tennessee at Chattanooga Operations Management - 6 th Edition Chapter 2 Roberta Russell.
© 2008 Prentice Hall, Inc.6 – 1 Operations Management Lecture 4 – Managing Quality PowerPoint presentation to accompanyPowerPoint presentation to accompanyHeizer/Render.
Chapter 16 Implementing Quality Concepts Cost Accounting Foundations and Evolutions Kinney, Prather, Raiborn.
QUALITY DEFINITIONS AND CONCEPTS
Introduction to Quality Total Quality Management
IB Business and Management 5.4 Quality Assurance.
Recent Issues in Management Dr. Syed Mohammad Tariq Zafar Chapter 2 - Total Quality Management.
TOTAL QUALITY MANAGEME NT (TQM). Total Quality Management TQM is a philosophy which applies equally to all parts of the organization. TQM can be viewed.
McGraw-Hill/Irwin Copyright © 2007 by The McGraw-Hill Companies, Inc. All rights reserved. 9 Quality Management.
© 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license.
BUAD306 Chapter 9 – Management of Quality Chapter 10 – Quality Control (not in text) READ THIS CHAPTER!
Quality Management by Tom Lyon. The Purposes of Quality Management 1. United States business leaders have been challenged strongly by foreign competition.
DIMENSIONS OF MANUFACTURING AND SERVICE QUALITY. The various dimensions of product and service quality are Performance Features Conformance Reliability.
Chapter 12 Performance Evaluation Using the Balanced Scorecard.
GROUP MEMBERS: Muniandy A/L Songappen (816530) Sumitra Subramaniam (816714) Yeoh Hoei Zu (814695) Nitha K.Madhavan ( TITLE : MANAGING QUALITY OPERATIONS.
Chapter 8 Quality management Design Planning and control Operations strategy Improvement The operation supplies… the consistent delivery of products.
Chapter 6 Quality Management. Types of Quality to Consider User based qualityUser based quality –Eyes of the customer, sometimes not measurable Product.
6 - 1© 2014 Pearson Education, Inc. Managing Quality 6 © 2014 Pearson Education, Inc.
Introduction to Statistical Quality Control. The Meaning of Quality and Quality Improvement Dimensions of Quality Quality Engineering Technology.
Modul ke: Fakultas Program Studi Total Quality Management Gambaran umum perkuliahan TQM Konsep kualitas Evolusi kualitas Persaingan usaha dan kualitas.
9 Management of Quality.
9 Management of Quality.
LEAN PRODUCTION AND QUALITY MANAGEMENT
ENGM 621: Statistical Process Control
Chapter 14 Quality Management
Operations Management Part II
Project Quality Management
BU5004 Managerial Accounting
QUALITY PART FOUR Chapter Nine Introduction to Quality Chapter Ten
Quality Management Ted Lee Industrial & Systems Engineering
Presentation transcript:

Dimensions Of Product Quality (Garvin) 1. Core Performance basic operating characteristics 2. Features “extra” items added to basic features 3. Reliability probability product will operate, even in strenuous conditions 4. Convenience Amount of effort required to use the product

5. Durability life span before replacement 6. Serviceability ease of getting repairs, speed & competence of repairs 7. Aesthetics look, feel, sound, smell or taste 8. Safety freedom from injury or harm 9. Personal image subjective perceptions based on brand name, advertising, design labels, etc

e Additional Dimensions of Service Quality 1. Time & Timeliness customer waiting time, completed on time 2. Accessibility & Convenience ease of obtaining service 3. Face-to-Face interaction treatment by employees 4. Accuracy performed right every time

The Meaning of Quality Quality of ConformanceQuality of Design Producer’s PerspectiveConsumer’s Perspective Fitness for Consumer Use ProductionMarketing Conformance to specifications Cost Performance quality Product’s bundle of attributes & specifications Price

Quality Of Conformance Ensuring product or service produced according to design Depends on design of production process performance of machinery materials training

Two Ways Quality Improves Profitability Improved Quality Increased Profits  Lower rework and scrap costs  Lower warranty & product liability costs Reduced Costs via  Improved response  Flexible pricing  Improved reputation Sales Gains via

Cost Of Quality Cost of achieving good quality Prevention Appraisal Cost of poor quality Internal failure costs External failure costs

Quality And Productivity Productivity = output / input Fewer defects increase output Quality improvement reduces inputs

Measuring Yield & Productivity where Y = yield I = number units started in production % G = percentage good units % R = percentage of defective units reworked Y = (I)(%G) + (I)(1-%G)(%R)

Product Yield Example Start 100 motors per day 80% are good 50% of poor quality units can be reworked Y = (I)(%G) + (I)(1-%G)(%R) Y = 100 (0.80) ( ) (0.50) = 90 motors

Product Cost

Product Cost Example Direct mfg cost = $30, Rework cost = $ motors started, 20% defective 50% of defective motors can be reworked

Total Quality Management 1. Customer defined quality and satisfaction 2. Top management leadership 3. Quality as a strategic issue 4. All employees responsible for quality 5. Continuous improvement 6. Shared problem solving/ Cross-discipline system approach 7. Statistical quality control: measurement of results 8. Mutually beneficial supplier relations

Options to Improve Quality of Conformance Consumer Education: product labeling, instructions, online resources Follow-up Service: Recalls, extended warranties, replacements Inspection of Work and Product Preventative Procedures

Inspection  Involves examining items to see if an item is good or defective  Detect a defective product  Does not correct deficiencies in process or product  It is expensive  Issues  When to inspect  Where in process to inspect

Inspection Tools System or process problems: Statistical process control techniques Material or lot problems: Acceptance sampling techniques

Control Chart Sample number Mg of salt UCL = 9.85 LCL = 2.99 c = 6.17

Preventative Procedures Improve Quality of Design: Design product/process for robustness, poka-yoke, Taguchi Statistics Implement Six Sigma Involve Employees: Training, empowering, soliciting input Form strategic supplier partnerships Remove safety nets: carrying JIT inventory and requiring minimal lead times