Quality Management and Operations Improvement Flashcards
What is quality management?
The activity of ensuring consistent conformance to customer’s expectations
What effect does high quality have on cost and revenue?
Cost down & revenue up
What is the transcendent approach’ definition of quality?
As synonymous with innate excellence
What is the manufacturing-based approach’ definition of quality?
Assumes quality is all about making or providing error-free products or services
What is the user-based approach’ definition of quality?
Assumes quality is all about providing products or services that are fit for their purpose
What is the product-based approach’ definition of quality?
Views quality as a precise and measurable set of characteristics
What is the value-based approach’ definition of quality?
Defines quality in terms of ‘value’
What are quality characteristics of goods and services?
- Functionality = how well the product or service does the job for which it was intended
- Appearance = aesthetic appeal, look, feel, sound and smell of the product/ service
- Reliability = consistency of product or services performance over time
- Durability = the total useful life of the product or service
- Recovery = the ease with which problems with the product or service can be rectified or resolved
- Contact = the nature of the person-to-person contacts that take place
What is perceived quality governed by?
The gap between customers’ expectations and their perceptions of the product or service
- Expectations > perceptions = perceived quality is poor
- Expectations = perceptions = perceived quality is acceptable
- Expectations < perceptions = perceived quality is good
What is the zone of tolerance?
The zone whereby the individual has expectations of something being acceptable and is then satisfied with the outcome after the process/ experience.
Anything outside of this acceptable/ satisfied = outside zone of tolerance whether better or worse
What is the service delivery system’s gap analysis (6 gaps)?
Gap 1 = Perception gap
- do we know exactly what the customer needs?
Gap 2 = Service design gap
- is the service design appropriate for and capable of delivering the service strategy?
Gap 3 = Resource management gap
- are the resources of the service delivery system adequate to achieve delivery of the service design?
Gap 4 = Delivery performance gap
- does the service delivery system actually meet the customer’s expectations?
Gap 5 = Service development gap
- does the operation of the service delivery system provide feedback to allow the development of new service provision?
Gap 6 = Service marketing concept gap
- do your marketing and customer communication processes enhance or inhibit successful service delivery?
What are some examples of service quality factors when defining expectations?
- Care
- Availability
- Comfort
- Functionality
- Attentiveness
- Aesthetics
- Cleanliness
- Responsiveness
- Access
- Friendliness
- Security
- Competence
- Integrity
What are the categories of quality cost?
COST OF GOOD QUALITY:
1. Prevention:
- Process capability
- Variation reduction
- Lessons learned
- Education/ training
= problem/ cause preventative action
2. Appraisal costs:
- Incoming insepction
- In-process inspection
- Final inspection
- Calibration
- Auditing
- Registration costs
= problem/ cause detection
COST OF POOR QUALITY:
1. Internal failure:
- Process delay
- Rework
- Scrap
- Retest/ Validation
- Downtime
- Loss of capacity
= problem solving/ corrective action
2. External failure
- Customer returns
- Warranty
- Loss of customer sales
- Sort & repair at customer
- Lower quality scores
= Problem solving/ corrective action
Prevention & External failure linked
Appraisal costs & Internal failure linked
