1. Slide 2.1  1999 South-Western College Publishing Chapter 2 Quality in Manufacturing and Service Systems

2. Slide 2.2 Growth of Modern Quality Management Manufacturing quality Improved product designs Service quality Performance excellence

3. Slide 2.3 Quality in Manufacturing System Functions (1 of 2) l Marketing and sales l Product design and engineering l Purchasing and receiving l Production planning and scheduling l Manufacturing and assembly l Tool engineering

4. Slide 2.4 Quality in Manufacturing System Functions (2 of 2) l Industrial engineering and process design l Finished goods inspection and test l Packaging, shipping, and warehousing l Installation and service

5. Slide 2.5 Quality in Business Support Functions for Manufacturing l General management l Finance and accounting l Human resource management l Quality assurance l Legal services

6. Slide 2.6 Quality in Services l Service is defined as “a social act which takes place in direct contact between the customer and representatives of the service company.”

7. Slide 2.7 Types of Services l Core services - primary means of creating customer satisfaction l Facilitating services - enhance the value of core services Most customers are lost because of poor service quality

8. Slide 2.8 Critical Differences Between Service and Manufacturing l Customer needs more difficult to identify and measure l Output is intangible l Services are produced and consumed simultaneously l Customers are often involved in actual process l Services are more labor-intensive l Services handle large numbers of transactions

9. Slide 2.9 Higher Education as a Production System Design and Redesign Consumer research Suppliers: families, high schools, colleges, business Customers: business, families, society, students Inputs: students faculty Processes Teaching, counseling, scientific research Outputs: able students new knowledge

10. Slide 2.10 Key Dimensions of Service Quality l Time l Timeliness l Completeness l Courtesy l Consistency l Accessibility and convenience l Accuracy l Responsiveness

11. Slide 2.11 Key Service Attributes l Intangible output l Simultaneous production and consumption l Customer involvement l Labor intensity l High volumes of transactions

12. Slide 2.12 Service System Quality: Two Important Components l Employees l Information technology

13. Slide 2.13 Quality in Health Care and Education l International Quality Study l Joint Commission on Accreditation of Healthcare Organizations l National Education Quality Initiative

14. Slide 2.14 Quality in the Public Sector l Quality in the Federal Government l State and City Quality Efforts