Quality Management Flashcards
Debate on quality
Quality as excellence
- Investment in the best skill and effort possible to produce the finest and most admirable results
- Issue is the trade off between excellence and other priorities, conflicting perceptions of excellence
Quality as value
- Quality + cost = value for money
- Issues are the lack of clarity on value , benefit or cost
Quality as conformance to specification
- Issues; changes to spec, uncertainty about specification
Quality to meet or exceed customer needs
- Fitness for use
- Issue is the difference between expected and perceived needs
Quality as service quality
- Service quality defined as perception - expectation
- Issues is that the current model based on repeatability, consistency and standardisation of customer experience
Quality Management
Quality means the ability of a product or service to meet consistently or exceed customer expectation
- Quality is important because; improving quality will reduce ops cost, Increase revenue through enhanced customer service
- Want to find the best trade off between cost of low quality and cost of investment in QM
Operations view on Quality
- definition involves a design implication of the product/service
- Conformance to customer needs implies the need to meet a clear specification
- Meet expectations through design
Customers view on quality
- customer perception of our product/service will be the comparison between the product/service specifications with their expectations
Determinants of quality
Operations side GOODS -performance -special features -reliability -conformance -durability -aesthetics -brand rep SERVICES -reliability -responsiveness -competence -accessibility -courtesy -communication -security
Customers side
- past experience
- image
- word-of-mouth
- culture
Quality in design
- Best possible time to incorporate customer requirements for a product/service is in its design phase
- Quality functions Deployment QFD tries to ensure that the eventual design matches customer expectations
- Tool for QDF is the HOC
- HOC is seen as the voice of the customer because it tells us what is expected of our product/service
- Objectives of the HOC; identify key customer requirements of the product/service, identify how the design can capture these requirements
Voice of Customer VOC
- Tells us what the customer needs or wants
- Helps to close the quality gap
- Data available; direct contact with customer, failure related info collection, surveys
House of Quality HOQ
- Originated in the Mitsubishi Shipyard and forms part of QFD
- Adopted by a wide variety of leading companies to help coordinate customer demand, product design and production activities
- Cross functional teams; emphasis that production staff, engineers, designers and materials should work together
- Customer voice: HOQ model emphasises products should be designed to reflect customer tastes
- What do customers want?
- Are all preferences equally important ?
- Will delivering perceived needs yield a competitive advantage?
- How can we change the product?
- How much do engineers influence customer perceived qualities?
- How to set performance targets and prioritise which design features are most important?
- How does one engineer change the other characteristics
Total quality management TQM
An effective system for integrating the quality development, quality, maintenance and quality improvement efforts of various groups in an organisation so as to enable production and service at the most economic levels which allows for full customer satisfaction
6 Principles of TQM
- TQM means meeting the needs and expectations of customers
- TQM means covering all parts of the organisation
- TQM means including every person in the organisation
- Examining all costs which are related to quality, especially failure costs and getting things right first time
- Developing systems and procedures which supports quality and improvement
- Developing a continuous improvement process
