tailieunhanh - Lecture Operations now: Supply chain profitability and performance (3/e): Chapter 6 - Byron J. Finch

Chapter 6 - Quality: Meeting customer expectations. After reading the material in this chapter, you should be able to: State the contributions Shewhart, Deming, Juran, and Crosby made to quality management, describe why customer loyalty is so important for profitability, explain the importance of internal and external customers and the role each plays in TQM, describe the three principles of TQM,. | Chapter 6 Quality: Meeting Customer Expectations Learning Objectives State the contributions Shewhart, Deming, Juran, and Crosby made to quality management. Describe why customer loyalty is so important for profitability. Explain the importance of internal and external customers and the role each plays in TQM. Describe the three principles of TQM. Explain how the PDCA cycle is used to obtain continuous improvement. Describe the seven steps of the quality improvement story. Describe industry-focused and process-focused benchmarking. Describe how Six Sigma is used to enhance quality. Explain how certification programs can provide structure for quality improvement. State the criteria used for the Malcolm Baldrige National Quality Award. 6- Quality . . . What do we mean??? Quality is defined by the customer. Quality has a key role in customer perception of value. Quality = Conformance to customer specifications and expectations. 6- Dimensions of Product and Service Quality 6- | Chapter 6 Quality: Meeting Customer Expectations Learning Objectives State the contributions Shewhart, Deming, Juran, and Crosby made to quality management. Describe why customer loyalty is so important for profitability. Explain the importance of internal and external customers and the role each plays in TQM. Describe the three principles of TQM. Explain how the PDCA cycle is used to obtain continuous improvement. Describe the seven steps of the quality improvement story. Describe industry-focused and process-focused benchmarking. Describe how Six Sigma is used to enhance quality. Explain how certification programs can provide structure for quality improvement. State the criteria used for the Malcolm Baldrige National Quality Award. 6- Quality . . . What do we mean??? Quality is defined by the customer. Quality has a key role in customer perception of value. Quality = Conformance to customer specifications and expectations. 6- Dimensions of Product and Service Quality 6- Dimensions of Product Quality* Performance What are the desirable characteristics of the product? Features What additional characteristics of the product are possible? Reliability Is the product dependable? Does it accomplish what it promises? Durability How long will the product last? *Source: Garvin, . (1984) and Pisek, . (1987) 6- Dimensions of Product Quality* Serviceability Can the product be easily and inexpensively repaired? Aesthetics Does the product satisfy subjective requirements? Response Is the interaction between the customer and the product provider pleasant and appropriate? Reputation What does information on past performance say about the company? *Source: Garvin, . (1984) and Pisek, . (1987) 6- Dimensions of Service Quality Reliability Does the business keep its promises? Responsiveness Does it promptly respond to the needs of its customers? Assurance Can the employees generate customer trust and confidence? 6- Dimensions of Service Quality .

• Quản trị kinh doanh
• Operations now
• Operations management
• Supply chain
• Supply chain management
• Service quality
• Quality management
• Assigning operations costs
• Product cost
• Quality tools
• Process performance
• Process perfection
• Project management
• Customer value
• Supply chain management decisions
• Supply chain performance
• Demand forecasting
• Resource planning
• Independent demand inventories
• Finished product inventories
• Positioning goods
• Logistics network configuration
• Matching productive resources
• Market demand
• Constraint management
• Simplifying complex systems
• Making location
• Layout decisions
• Optimizing human capital
• Employee contributions
• Supply chain profitability
• Business environment
• Profit model
• Evaluating profitability
• Economic Value Added
• Consumer customers
• Value transfer model
• Process decisions
• Process choice
• Business to business