Quality management Flashcards
What it quality?
consistent conformance to customers’ expectations’.
“Conformance to requirements” Crosby (1955)
- the degree of fit between customers’ expectations and customer perception of the service or product.
What are the potential gaps to service quality?
Gap 1: The customer’s specification–operation’s specification gap. Mismatch between org’s own internal quality specification & specification which is expected by customer.
Gap 2: The concept–specification gap. Perceived quality could due to a mismatch between the service or product concept, the org’s has specified quality internally.
Gap 3: The actual quality gap. Perceived quality could be poor because there is a mismatch between actual quality and internal quality specification
Gap 4: The actual quality–communicated image gap. Perceived quality could be poor because there is a gap between the orgs external communications or market image and the actual quality delivered to the customer.
What are the aspects of quality that and org needs to consider?
- quality: fitness for purpose
- Reliability: ability to continue working at accepted quality level
- Quality of design: degree to which design achieves purpose
4 . Quality conformance: faithfulness with which the operation agrees with design
4.1 Variables things you can measure
4.1 attributes things you can assess/Accept/reject
what is the difference between operations and customers view of quality?
operations view: consistent performance to customers expectations
customers view: quality is based on perception
(Perceived quality is governed by the gap between customers’ expectations and their perceptions of the product or service)
What are the steps to achieve conformance to specification?
Step 1: define the quality characteristics (functionality, appearance, reliability, durability, recovery, contact)
Step 2: decide how to measure each characteristic (two types: variables and attributes)
Step 3: Set quality standards for each characteristic (that level of quality which defines the boundary between acceptable and unacceptable)
Step 4: control quality against those standards:
- Where in the operation should they check that it is conforming to standards?
- Should they check every service or product or take a sample?
- How should the checks be performed? use SPC.
Step 5: find the correct causes of poor quality (TQM (Total Quality Management)
BPR (Business Process Reengineering, )Lean, Six Sigma)
Step 6: continue to make improvements: scatter diagrams, flow charts, cause-effect diagrams, pareto diagrams and why-why analysis
What is TQM? (total quality management)
an effective system for integrating the quality development, quality maintenance and quality improvement efforts…so as to enable production at the most economical levels which allow full customer satisfaction.”
What does TWM lay particular stress on?
● meeting the needs and expectations of customers;
● covering all parts of the organisation
● including every person in the organisation
● examining all costs related to quality, failure costs and getting things‘right first time’;
● developing the systems and procedures which support quality and improvement;
● developing a continuous process of improvement
what are the different levels of quality which TQM considers=
level 1: Inspection;Error detection, rectification;prevents out of specification products and service reaching market
- Quality control:Statistics, process analysis and quality standards; solves the root cause of quality problems
- Quality assurance: quality stems, costing, problem solving and quality planning; broadens the organisational responsibility for quality
- TQM: quality is strategic, teamwork, staff empowerment, involves customers and suppliers (quality is central and strategic in the organisation)
What are the different types of costs?
- Prevention costs: incurred in trying to prevent problems
- Appraisal costs: controlling quality /checks such as sampling.
- internal failure costs: associated with errors dealt with inside the operation
- External failure cost: an error going out of the operation to a customer.
What is the ISO 9000 approach?
It consists of standards and guidelines relating to quality management systems and related supporting standards’.
- help to ensure that quality was ‘built into’ the operation’s transformation processes. it takes a ‘process’ approach that focuses on outputs from any operation’s process rather than detailed procedures
What does ISO 9000 stress?
QM should be customer focused
QM should be measured
QM should be improvement driven
What is error I and error II types?
Type I errors involve making corrections where none are needed. Type II errors involve not making corrections where they are in fact needed.
what does TQM mean?
● meeting the needs and expectations of customers;
● covering all parts of the organization;
● including every person in the organization;
● examining all costs which are related to quality, and getting things ‘right first time’;
● developing the systems and procedures which support quality and improvement;
● developing a continuous process of improvement.
