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

2. 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 – UMS - Dubai, UAE

3. 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 – UMS - Dubai, UAE

4. 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 – UMS - Dubai, UAE

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

6. 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 – UMS - Dubai, UAE

7. 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 – UMS - Dubai, UAE

8. 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 – UMS - Dubai, UAE

9. 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 – UMS - Dubai, UAE

10. 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 – UMS - Dubai, UAE

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