OM-Chapter 12 Flashcards
Quality management
Quality
Means satisfying the expectations of customers and clients. It has to do with the expectations and standards that are set by customers or government regulations, these apply to both goods and services
Quality management
The practice of providing existing and potential customers with support to enhance their satisfaction with the company and its products or services
Exploring definitions of quality
-Highly perceptual and value driven
-No set definition
-Quality can be defined in terms of:
-fitness for use
-conformance to requirements
-freedom from defiance’s
-transcendentally
-a system
-culturally
-judgementally
-value
Quality dimensions for goods
Performance: Efficiency with which a product achieves its intended purpose
Features: These are attributes of a product that supplement the products’ basic performance
Reliability: This refers to the propensity for a product to perform consistently over its useful design life
Conformance: This refers to the situation when the specifications of the product are within the prescribed tolerances
Durability: This refers to the degree to which a product tolerates stress/trauma without failing
Why has quality become a priority
-Competition
-The customer-focused organisation
-Higher level of customer expectation
-Performance improvement
-Change in the form of organisations
-Changing work force
-The info revolution
-The roles of the ‘quality department’
Quality spheres
Quality control
Quality Assurance
Quality Management
Quality control
Embedded within a process to meet standards consistently, observing the actual performance and comparing it with some standard, and then taking any action if there are deviations
Quality assurance
Refers to activities associated with the guaranteeing of the quality of a good/service
Quality management
Management processes that assist in integrating the control and assurance activities make up quality management
Quality contributions from other disciplines
-Financial perspective
-Human resources perspective
-Engineering perspective
-Supply chain perspective
-Operations perspective
-Strategic management perspective
-Marketing perspective
-The value based perspectiveol;p;lppp;opl;pll
Costs of quality
-Internal costs
Incurred before delivery
-Types
Prevention costs
Appraisal costs
Internal failure costs
-External costs(returns)
Occur post delivery
What is ISO9000?
Series of internationally accepted standards which helps organisations to set up and maintain an effective quality management system
8 principles of quality management
-Customer-focused organization
-Leadership
-Involvement of people
-Process approach
-Systems approach to management
-Continual improvement
-Factual approach to decision making, whereby effective decisions are based on the analysis of data and information
-Mutually beneficial supplier relationships
ISO 9000:2000 standards
-Fundamentals and vocab
-Requirements
-Guidelines for performance improvement
SHEQ Management benefits
-Employees learn one management system
-Operational efficiency increase and costs lower
-Quality, environment and health and safety part of way in which business operate
-Fewer business risk
-Address pressure from stakeholder groups and activists
SHEQ Management challenges
-In reality, practitioners combine systems and misinterpret them as integrated systems
-There is no ISO or any other global integrated standard, hence there is no such as SHEQ certification and each standard has to be certified independently
-On paper, the system may appear to be integrated but in practice it may run independently
-It can make auditing difficult if the auditor is not trained in integrated systems
