The Scope and Language of Operations Management经营管理的范围和语言.pptVIP

Chapter 1 Introduction to Quality and Performance Excellence Defining Quality Formal Definitions of Quality The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs – American Society for Quality Fitness for use Meeting or exceeding customer expectations Conformance to specifications Performance Excellence An integrated approach to organizational performance management that results in delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability, improvement of overall organizational effectiveness and capabilities, and organizational and personal learning. Importance of Quality THE buzzword among business in the 1980s and 1990s Quality problems still abound in many industries, such as automotive Consumer expectations are high “We’ve made dependence on the quality of our technology a part of life” – Joseph Juran History of Quality Assurance (1 of 3) Skilled craftsmanship during Middle Ages Industrial Revolution: rise of inspection and separate quality departments Early 20th Century: statistical methods at Bell System Quality control during World War II Post-war Japan: evolution of quality management History of Quality Assurance (2 of 3) Quality awareness in U.S. manufacturing industry during 1980s: from “Little Q” to “Big Q” - Total Quality Management Malcolm Baldrige National Quality Award (1987) Disappointments and criticism History of Quality Assurance (3 of 3) Emergence of quality management in service industries, government, health care, and education Evolution of Six Sigma Current and future challenge: maintain commitment to performance excellence Quality Dimensions in Manufacturing Performance – primary operating characteristics Features – “bells and whistles” Reliability – probability of operating for specific time and conditions of use Conformance – degree to which characteristics match standards Durability - amount of use before deteriorati