tailieunhanh - Lecture Operations management: Chapter 9 - William J. Stevenson

Chapter 9 - Management of quality. In this chapter you should be able to: Discuss the philosophies of quality gurus, define the term quality as it relates to products and as it relates to services, identify the determinants of quality,. | Management of Quality Chapter 9 Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Quality Management 1 You should be able to: LO Discuss the philosophies of quality gurus LO Define the term quality as it relates to products and as it relates to services LO Identify the determinants of quality LO Explain why quality is important and the consequences of poor quality LO Distinguish the costs associated with quality LO Discuss the importance of ethics in managing quality LO Compare the quality awards LO Discuss quality certification and its importance LO Describe TQM LO Give an overview of problem solving LO Give an overview of process improvement LO Describe the six sigma methodology LO Describe and use various quality tools Chapter 9: Learning Objectives Walter Shewart “father of statistical quality control” Control charts . | Management of Quality Chapter 9 Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Quality Management 1 You should be able to: LO Discuss the philosophies of quality gurus LO Define the term quality as it relates to products and as it relates to services LO Identify the determinants of quality LO Explain why quality is important and the consequences of poor quality LO Distinguish the costs associated with quality LO Discuss the importance of ethics in managing quality LO Compare the quality awards LO Discuss quality certification and its importance LO Describe TQM LO Give an overview of problem solving LO Give an overview of process improvement LO Describe the six sigma methodology LO Describe and use various quality tools Chapter 9: Learning Objectives Walter Shewart “father of statistical quality control” Control charts Variance reduction W. Edwards Deming Special vs. common cause variation The 14 points Joseph Juran Quality Control Handbook, 1951 Viewed quality as fitness-for-use Quality trilogy – quality planning, quality control, quality improvement Quality Contributors LO Dimensions of Product Quality Performance – main characteristics of the product Aesthetics – appearance, feel, smell, taste Special features – extra characteristics Conformance – how well the product conforms to design specifications Reliability – consistency of performance Durability – the useful life of the product Perceived quality – indirect evaluation of quality Serviceability – handling of complaints or repairs Consistency – quality doesn’t vary LO 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 .