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Lecture Operations management (11/e): Chapter 9 - William J. Stevenson

Chapter 9 entitled 'Management of quality' covers evolution of quality management, the dimensions of product and service quality, philosophies of several quality "gurus", quality awards and quality certification, total quality management, and quality tools. Successful management of quality requires that managers have insights on various aspects of quality. | Management of Quality McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. You should be able to: Define the term quality as it relates to products and as it relates to services Explain why quality is important and the consequences of poor quality Identify the determinants of quality Distinguish the costs associated with quality Compare the quality awards Discuss the philosophies of quality gurus Describe TQM Give an overview of problem solving Give an overview of process improvement Describe and use various quality tools 9- Student Slides Quality The ability of a product or service to consistently meet or exceed customer expectations For a decade or so, quality was an important focal point in business. After a while, this emphasis began to fade as other concerns took precedence There has been a recent resurgence in attention to quality given recent experiences with the costs and adverse attention associated with highly visible quality . | Management of Quality McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. You should be able to: Define the term quality as it relates to products and as it relates to services Explain why quality is important and the consequences of poor quality Identify the determinants of quality Distinguish the costs associated with quality Compare the quality awards Discuss the philosophies of quality gurus Describe TQM Give an overview of problem solving Give an overview of process improvement Describe and use various quality tools 9- Student Slides Quality The ability of a product or service to consistently meet or exceed customer expectations For a decade or so, quality was an important focal point in business. After a while, this emphasis began to fade as other concerns took precedence There has been a recent resurgence in attention to quality given recent experiences with the costs and adverse attention associated with highly visible quality failures: Auto recalls Toys Produce Dog food Pharmaceuticals Student Slides 9- Quality of design Intention of designers to include or exclude features in a product or service Quality of conformance The degree to which goods or services conform to the intent of the designers Ease-of-Use and user instructions Increase the likelihood that a product will be used for its intended purpose and in such a way that it will continue to function properly and safely After-the-sale service Taking care of issues and problems that arise after the sale 9- Student Slides Appraisal Costs Costs of activities designed to ensure quality or uncover defects Prevention Costs All TQ training, TQ planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring Student Slides 9- Failure Costs - costs incurred by defective parts/products or faulty services. Internal Failure Costs Costs incurred to fix problems that are detected before the product/service is .