Bài giảng Operations Management - Chapter 9 Management of Quality

Management of QualityChapter 9Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.You should be able to:LO 9.1 Discuss the philosophies of quality gurusLO 9.2 Define the term quality as it relates to products and as it relates to servicesLO 9.3 Identify the determinants of qualityLO 9.4 Explain why quality is important and the consequences of poor qualityLO 9.5 Distinguish the costs associated with qualityLO 9.6 Discuss the importance of ethics in managing qualityLO 9.7 Compare the quality awardsLO 9.8 Discuss quality certification and its importanceLO 9.9 Describe TQMLO 9.10 Give an overview of problem solvingLO 9.11 Give an overview of process improvementLO 9.12 Describe the six sigma methodologyLO 9.13 Describe and use various quality toolsChapter 9: Learning ObjectivesWalter Shewart“father of statistical quality control”Control chartsVariance reductionW. Edwards DemingSpecial vs. common cause variationThe 14 pointsJoseph JuranQuality Control Handbook, 1951Viewed quality as fitness-for-useQuality trilogy – quality planning, quality control, quality improvementQuality ContributorsLO 9.1Dimensions of Product QualityPerformance – main characteristics of the productAesthetics – appearance, feel, smell, tasteSpecial features – extra characteristicsConformance – how well the product conforms to design specificationsReliability – consistency of performanceDurability – the useful life of the productPerceived quality – indirect evaluation of qualityServiceability – handling of complaints or repairsConsistency – quality doesn’t varyLO 9.2Quality of designIntention of designers to include or exclude features in a product or serviceQuality of conformanceThe degree to which goods or services conform to the intent of the designersEase-of-Use and user instructionsIncrease the likelihood that a product will be used for its intended purpose and in such a way that it will continue to function properly and safelyAfter-the-sale serviceTaking care of issues and problems that arise after the saleDeterminants of QualityLO 9.3Loss of businessLiabilityProductivityCostsThe Consequences of Poor QualityLO 9.4Costs of QualityAppraisal CostsCosts of activities designed to ensure quality or uncover defectsPrevention CostsAll TQ training, TQ planning, customer assessment, process control, and quality improvement costs to prevent defects from occurringLO 9.5Ethics and QualitySubstandard workDefective productsSubstandard servicePoor designsShoddy workmanshipSubstandard parts and materialsHaving knowledge of this and failing to correctand report it in a timely manner is unethical.LO 9.6Quality AwardsQuality AwardsDeming PrizeMalcolm Baldrige National Quality AwardEuropean Quality AwardLO 9.7International Organization for StandardizationISO 9000Set of international standards on quality management and quality assurance, critical to international business ISO 14000A set of international standards for assessing a company’s environmental performanceISO 24700Pertains to the quality and performance of office equipment that contains reused componentsQuality CertificationLO 9.8A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.Total Quality ManagementTQMLO 9.9Problem SolvingLO 9.10Process ImprovementA systematic approach to improving a processMap the processCollect information about the process and identify each step in the processPrepare a flowchart that accurately depicts the processAnalyze the processAsk critical questions about the processAsk specific questions about each step in the processRedesign the processProcess ImprovementLO 9.11PrinciplesReduction in variation is an important goalThe methodology is data driven; it requires data validationOutputs are determined by inputsOnly a critical few inputs have a significant impact on outputsDMAICDefine: Set the context and objectives for improvementMeasure: Determine the baseline performance and capability of the processAnalyze: Use data and tools to understand the cause-and-effect relationships of the processImprove: Develop the modifications that lead to a validated improvement of the processControl: Establish plans and procedures to ensure that improvements are sustainedSix SigmaLO 9.12Basic Quality ToolsLO 9.13