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Chapter 12 Quality management
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Figure Quality management is the activity of ensuring consistent conformance to customers’ expectations
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Figure 12.2 Higher quality has a beneficial effect on both revenues and costs
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Figure 12.3 A perception–expectation gap model of quality
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Figure 12.4 (a) The traditional cost of quality model and (b) a more modern view
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Figure Increasing the effort spent on preventing errors occurring in the first place brings a more than equivalent reduction in other cost categories
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Figure Control charting – any aspect of the performance of a process is measured over time and may show trends in average performance, and/or changes in the variation of performance over time
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Figure 12.7 Low process variation allows changes in process performance to be readily detected
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Figure 12.8 The European Foundation for Quality Management (EFQM) Excellence Model
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Figure The natural variation of call times in a call centre can be described by a normal distribution
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Figure The distribution of sample means (averages) from any distribution will approximate to a normal distribution
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Figure Control chart for the average call length in a call centre: (a) without control limit; (b) with control limits derived from the natural variation of the process
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Figure Process capability compares the natural variation of the process with the specification range that is required
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Figure The completed control form for GAM’s torque machine showing the mean (X) and range (R) charts
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Figure Control chart for the percentage of customer accounts which are mailed outside their two-day period
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