William J. Stevenson.ppt

Quality Management What does the term quality mean? Quality is the ability of a product or service to consistently meet or exceed customer expectations. Evolution of Quality Management 1924 - Statistical process control charts 1930 - Tables for acceptance sampling 1940’s - Statistical sampling techniques 1950’s - Quality assurance/TQC 1960’s - Zero defects 1970’s - Quality assurance in services Quality Assurance vs. Strategic Approach Quality Assurance Emphasis on finding and correcting defects before reaching market Strategic Approach Proactive, focusing on preventing mistakes from occurring Greater emphasis on customer satisfaction The Quality Gurus Walter Shewhart “Father of statistical quality control” W. Edwards Deming Joseph M. Juran Armand Feignbaum Philip B. Crosby Kaoru Ishikawa Genichi Taguchi Key Contributors to Quality Management Dimensions of Quality Performance - main characteristics of the product/service Aesthetics - appearance, feel, smell, taste Special Features - extra characteristics Conformance - how well product/service conforms to customer’s expectations Reliability - consistency of performance Dimensions of Quality (Cont’d) Durability - useful life of the product/service Perceived Quality - indirect evaluation of quality (e.g. reputation) Serviceability - service after sale Examples of Quality Dimensions Examples of Quality Dimensions (Cont’d) Service Quality Tangibles Convenience Reliability Responsiveness Time Assurance Courtesy Examples of Service Quality Determinants of Quality Determinants of Quality (cont’d) Quality of design Intension 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 The Consequences of Poor Quality Loss of business Liability Productivity Costs Responsibility for Quality Top management Design Procurement Production/operations Quality assurance Packaging and shipping Marketing and sales Customer s