tailieunhanh - Lecture Operations management: Creating value along the supply chain (Canadian edition) - Chapter 2

Chapter 2 quality management. This chapter includes contents: What is quality? evolution of quality management, quality tools, TQM and QMS, focus of quality management – customers, role of employees in quality improvement, | Chapter 2 Robert S. Russell, Bernard W. Taylor III, Ignacio Castillo, Navneet Vidyarthi CHAPTER 2 Quality Management OPERATIONS MANAGEMENT: Creating Value Along the Supply Chain, Canadian Edition 1 Learning Objectives Discuss the meaning of quality of goods and services from both the producer’s and consumer’s perspectives. Discuss the evolution of quality management into a quality management system, including key figures and their contributions. Use several common quality-control tools. Describe several approaches used for involving employees in the quality-improvement process. Describe the Six Sigma and Lean Six Sigma quality management systems and calculate changes in profit resulting from Six Sigma projects. Classify quality-related costs and calculate and interpret quality-measurement indices. Use several quality measures that reflect productivity. 2-2 2 Lecture Outline What Is Quality? Evolution of Quality Management Quality Tools TQM and QMS Focus of Quality Management—Customers | Chapter 2 Robert S. Russell, Bernard W. Taylor III, Ignacio Castillo, Navneet Vidyarthi CHAPTER 2 Quality Management OPERATIONS MANAGEMENT: Creating Value Along the Supply Chain, Canadian Edition 1 Learning Objectives Discuss the meaning of quality of goods and services from both the producer’s and consumer’s perspectives. Discuss the evolution of quality management into a quality management system, including key figures and their contributions. Use several common quality-control tools. Describe several approaches used for involving employees in the quality-improvement process. Describe the Six Sigma and Lean Six Sigma quality management systems and calculate changes in profit resulting from Six Sigma projects. Classify quality-related costs and calculate and interpret quality-measurement indices. Use several quality measures that reflect productivity. 2-2 2 Lecture Outline What Is Quality? Evolution of Quality Management Quality Tools TQM and QMS Focus of Quality Management—Customers Role of Employees in Quality Improvement Quality in Service Companies Six Sigma Cost of Quality Effect of Quality Management on Productivity Quality Awards ISO 9000 2-3 3 What Is Quality? Oxford American Dictionary a degree or level of excellence American Society for Quality totality of features and characteristics that satisfy needs without deficiencies Consumer’s and producer’s perspective 2-4 4 What Is Quality: Customer’s Perspective Fitness for use how well product or service does what it is supposed to Quality of design designing quality characteristics into a product or service A Mercedes and a Ford are equally “fit for use,” but with different design dimensions. 2-5 5 Dimensions of Quality: Manufactured Products Performance basic operating characteristics of a product; how well a car handles or its gas mileage Features “extra” items added to basic features, such as a stereo CD or a leather interior in a car Reliability probability that a product will operate properly within an

• Quản trị kinh doanh
• Operations management
• Lecture Operations management
• Supply chain management
• Quality management
• Operational decision making tools
• Quality tools
• Process management
• Supply chain
• Scope of operations management
• Decision making
• Ebook Operations management
• Operations performance
• Operations strategy
• Process design
• Fundamentals of operations management
• Quản lý vận hành
• Operations management strategy
• Transformation process
• Lean operations
• Lean system characteristics
• Lean systems
• Production operations management
• Production Management
• Lecture Production operations management
• Business strategy
• Objectives of inventory management
• Inventory management
• Competitive advantage
• Operations consulting
• Business process reengineering
• Stages of operations consulting
• Operations consulting tool kit
• Aggregate sales
• Operations planning
• Operations planning activities
• Aggregate operations plan
• Management of quality
• Project management
• Project characteristics
• Supply chain management
• Inventory management
• Disadvantages of inventory
• Modern production