1. Quality Management
What is Quality?

2. Quality Management
In small groups discuss the questions “What Is Quality?”

3. Quality Management Quality is consistent conformance to
customers expectations
(an operations view – Slack et al)

4. Quality Management
Quality is the ability of a product or service to consistently meet or exceed customer expectations. “Meeting customer needs” (John Oakland)

5. Quality Management
Quality is “conformance to requirements” (Philip B. Crosby 1984) Quality is “fitness for use” (Joseph Juran 1986) Quality of a product or services is its ability to satisfy the needs and expectations of the customer

6. Quality Management
The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs ( IS0 8402) (1986)

7. Quality Management
The degree of conformance of all the relevant features and characteristics of the product (or service) to all aspects of a customers needs, limited by the price and delivery he or she will accept. (Groocock 1986)

8. Quality Management
Quality can be;
Qualitative
Quantitative

9. Quality Management Quality is based on 5 characteristics
Technological e.g. strength & hardness
Psychological e.g. taste, beauty, status
Time-oriented e.g. reliability & maintainability
Contractual e.g. guarantee provisions
Ethics e.g. courtesy, honesty
(Juran 1988)

10. Quality Management Four Dimensions of quality may be
defined for the production of goods &
services:-
Quality of design
Quality of conformance
The "abilities"
Field service

11. Quality Management Different Types of Quality
Fitness for use
Quality of design
Quality of conformance
Availability
Field service
Quality of market research
Quality of concept
Quality of specification
Technology
Manpower
Management
Reliability
Maintainability
Logistical Support
Promptness
Competence
Integrity
Different Types of Quality
(Juran, Gryna & Bingham, "Quality Control Hand Book" 1988)

12. Quality Management
Quality of Design This takes place before production of the product or service. It is usually determined by the market place. Quality of Conformance This is producing to the specification Availability This has a time dimension Field Service This is an intangible and is the provision of "after sales service"

13. Development of Quality
Statistical process control charts
Tables for acceptance sampling
1940’s - Statistical sampling techniques
1950’s - Quality assurance/TQC
1960’s - Zero defects
1970’s - Quality assurance in services

14. The History of Quality Guild Halls
- standards (materials, products, practices, conditions).
Industrialisation
supervisors - growing responsibility for quality - formal quality inspection.

15. The History of Quality Post WW1
- sophistication - stats, societies, standards (military, civil, international).
Post WW2
- Japanese adopt and adapt quality methods

16. Quality Management
In small groups discuss - Problems On Your Web Site

17. What can fail on your site ?
Domain name wrong or not usable
Broken links, broken s
Server load – too many hits on the site
Client side performance –down load time
Security isn’t working
Content is out of date
Browser incompatibility, HTML doesn’t validate
Interface – navigation, link colour
Graphics missing or too large
Scripts don’t work - forms, databases
Isn’t accessible to those with disabilities

18. What you can test Functional testing Compatibility testing
Load/performance testing
Stress testing
Usability testing
Security testing
Integration of unit testing
Link testing
HTML Validation
Reliability testing
Regression testing

19. Why have quality?

20. The Deming Cycle or PDCA Cycle
PLAN
CHECK DO
ACT
Plan a change to the process. Predict the effect this change will have and plan how the effects will be measured
Implement the change on a small scale and measure the effects
Adopt the change as a permanent modification to the process, or abandon it.
Study the results to learn what effect the change had, if any.

21. Cause and Effect Analysis
(Fish-Bone or Ishikawa Diagrams)
• Helps the group to visualise the problem
• Encourages divergent thinking but along a logical path
• Provides diagram for easy discussion
• Based on brainstorming but more visual

22. Perceptions of Quality

23. Service Quality Dimensions
Word of Mouth
Personal Needs
Past Experience
Dimensions of Service Quality
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Perceived Service Quality
ES<PS
Quality Surprise
ES=PS
Satisfactory
ES>PS
Unacceptable Quality
Expected Service
Perceived Service

24. Service Process Control
Customer
input
Service
concept
Customer
output
Resources
Service
process
Take
corrective
action
Monitor
conformance to
requirements
Establish
measure of
performance
Identify reason
for
nonconformance

25. What the Customer wanted
What Marketing suggested
What Management approved
What product Development designed
What Sales delivered
What Customer Care negotiated

26. Quality Gap Model The Customers Domain The operations domain
Previous experience
Word of mouth Communications
Image of product or service
Gap 4
Customers' expectations concerning a product or service
Customers
'perceptions concerning the product or service
Perceived quality
Is there a gap?
Customers' own specification of quality
Gap 1
The actual product or service
Management's concept of the product or service
Organisations specification of quality
Gap 3
The operations domain
Gap 2

27. The Gaps Gap Action required to ensure high perceived quality
Main organisational
responsibilities
Gap 1
The customer's
specification
operation gap
Ensure there is consistency between the
internal quality specification of the
product or service and the expectations of
the customer
Marketing
Operations
Product/Service development
Gap 2
specification-
Ensure the internal specification of
product or service meets its intended
concept or design
Gap 3
The quality
actual quality
gap
Ensure that the actual product or service
conforms to its internally specified quality
level
Gap 4
The actual
Quality
communicated
image gap
Ensure that the promises made to
customers concerning the product or
service can in reality

28. Gaps in Service Quality
Word -of-mouth
communications
Personal needs
Past experience
Customer
Expected service
GAP 5
Perceived service
Service delivery (including
pre- and post-contacts)
External communications
to consumers
GAP 3
GAP 1
GAP 4
Translation of perceptions into
service quality specifications
GAP 2
Provider
Management perceptions of
consumer expectations

29. The Quality Chain