Quality Management

Question 1

Quality Management definition

Answer 1

Quality management can contribute to improvement by making the changes to operations process that lead to better outcomes for customers

Question 2

Sandcone Theory - what is it?

Answer 2

Sandcone theory has emphasis in performance and quality

Regarded as an example of an mature theory

Based on the five performance objectives

Question 3

Sandcone theory the diagram

Answer 3

Quality
Quality + Dependability
Quality + Dependability + speed
Quality + Dependability + speed + flexibility
Quality + Dependability + speed + flexibility + cost

Question 4

Sandcone theory - Quality

Answer 4

Provide high performance Products, offer consistent reliable quality, improve conformance to design specifications.

The meaning of quality for a hospital will be the patients received appropriate treatments and are tested in the correct manor.

Whereas for an automobile plant all parts are assembled made to specifications and and product is reliable

Question 5

Sandcone theory - Dependability

Answer 5

Provide fast deliveries, meet delivery promises + reduce production lead time

For a bus tour operator dependability following published timetable at all time

Ensuring availability of seats to all booked passengers

Whereas dependability in an automobile plant is on time driver of vehicles to dealers and on time delivery of spares to service centres

Question 6

Speed

Answer 6

Make rapid design changes, adjust capacity quickly, make rapid volume changes and adjust product mix

For a hospital speed would be characterised as time taken for patients to be treated and time for patients to be discharged

For a supermarket speed will be classified as on time availability of goods, and changing different supply’s due to different seasons in demand or changes to consumer trends

Question 7

Sandcone theory - Cost

Answer 7

Reduce inventory, increase capacity utilisation, Reduce production costs and increase labour productivity

For a hospital this would be technology and facility costs, staff costs and purchase material and service costs

For a manufacturing firm this would be by increasing labour productivity, purchasing of cheaper material, apply new supply networks like JIT

Question 8

Quality - conformance to specifications

Answer 8

Conformance to specifications is critics when designing a product or service solution

The industry too will play a pivotal
Role In establishing the certain characteristics that will be focuses upon. A food manafactuer will focus on the aesthetics and a taxi company may focus on reliability

Question 9

Quality - Conformance to specifications: 6 steps to ensure quality is met

STEP 1

Answer 9

Define quality characteristics of a product or service, FARDRD
Functionality, appearance Reliability, Dependability Recovery, Contact

Question 10

FARDRC

Answer 10

Functionality
Appearance 
Reliability 
Dependability 
Recovery
Contact

Question 11

Quality - Conformance to specifications, 6 steps to ensure quality is met:

STEP 2

Answer 11

Decide how to measure each quality characteristics

How will different things measure quality characteristics like a bank compared to a restaurant?

Question 12

Quality- Conformance to specifications - 6 steps to ensure quality is met:

STEP 3

Answer 12

Set quality standards for each quality characteristics

For example a restaurant may have a quality standard in terms of complaints received. If they receive less than 2% of complaints then quality has been met, if not then no

Question 13

Quality - Conformance to specifications- 6 Steps to ensure quality is met

STEP 4

Answer 13

Control quality against these standards

How does it implement it

Question 14

Quality - Conformance to specifications to ensure quality is met - 6 steps to ensure quality is met

STEP 5

Answer 14

Find and correct causes of poor quality

TQM tools could be used like Kaizen (continuous improvement). Aldi example of continuous improvement

Question 15

Quality - Conformance to specifications- 6 steps to ensure quality is met

STEP 6

Answer 15

Continue to make improvements

Question 16

Flexibility

Answer 16

Involves frequent launch of new products and services, raiser volume adjustments, easier delivery adjustments

A bus tour operator would define flexibility as large number of locations served, volume to adjust frequency of services

An automobile plant mixes wide range of products/ options
Volume ability to adjust production volumes