Quality Management Unit 1 Flashcards
Quality gap
The difference of the customers expectations and the percieved experience.
If E>P the customer is dissatisfied.
If E=P the customer is satisfied.
If E<p></p>
Is quality subjective?
Yes the perception of what quality is, is subjective and hard to define objectively. Also, the evaluation is subjective.
Quality definitions (4)
- Conformance to specifications
- Customer needs and expectations
- Value
- Excellence
The key summarizing what Q is:
Customers have requirements and expectations and the companies must meet these –> then there is a compliance with the requirements.
Mention the 8 quality dimensions of a product:
- Performance - basics
- Features - extra beyond basics
- Reliability - trust
- Conformance - meet standards?
- Durability - product life long/short
- Serviceability - how well service
- Aestethics - design, tastes are very subjective
- Perceived Quality - perceptions based on brand/advertisements.
The 5 dimensions of a service:
RATER
- Tangible elements - how nice are the physical things associated with the service?
- Reliability - trust
- Responsiveness - willingness to help if problem
- Empathy - caring ind. attention –> loyalty
- Assurance - security, low risk.
SERVQUAL
Offline market model for services. Measure the quality gap based on 22 questions before and after. Comparing expected and perceived quality. Based on the 5 RATER dimensions.
What is the expected quality based on? (4)
- Word-of-mouth communication
- Personal needs
- Past experience
- External communications
E-S-QUAL
Online market model.
E-ResC-Qual
Model for services including a problem. If this measure will show that the company were better off when the problem occurred we have a satisfaction paradox… Not good in the length.
Satisfaction paradox
When your loyal costumers are less happy with the problem-solving than the one-time-buyer. This is bc problems occur with the same probability all the time so loyal customers will be offer for problems more frequently. This is based on the assumption that you treat all customers in the same way.
Quality costs
Two types of costs: prevention and evaluation. All costs during the process that are derived from the implemented actions including the evaluation afterwards.
Non-quality costs:
The costs that may appear if you don’t implement the quality actions. (Ofc they can appear even if you have too).
Four types: Internal errors, external errors, tangibles and intangibles.
Difference between internal/external non-quality cost:
The diff is that the internal is detected by the company itself while the external is detected by the customer. So the internal could be the cost of throwing a defect product or holding too big storage due to misplanning. The external is more like reparations, service etc to make up to the customer.
Difference between tangible/intangible cost:
The tangible is an actual cost to the company that can be measured directly while the intangible can be measured first in the long run as it is derived from decreased customer trust.
Describe the inspection/control phase
First they only inspected/controlled the final product and checked if it was defects or deviations from specifications etc.
Describe the assurance phase
Now more prevention during the process was implemented and internal efficiency was in focus. Also started to focus in the customer and his/her expectations.
Describe the last TQM phase
All processes. Increase customer satisfaction (need to know the expectations). Continuous improvement important and the whole organization participates.
Walter Shewhart
Father of Statistical Process Control, he was the first to apply statistical tools to the quality activities.
Armand V. Feigenbaum
He said that “Quality is what the customer says it is” and he is also the originator of the term ‘Total Quality Control’. Highlighted the importance of quality costs and that everyone in the company contributes (must have knowledge) in the process.
Means that quality investments will have the best return in this competitive market we have today.
W. Edwards Deming
Huge success in Japan! Defined quality in terms of 4 aspects: * Design * Conformance * Sales * Service function Also Deming means that all employees must be trained
Deming’s PDCA model:
Also called continuous improvement cycle:
- Plan - identify problem & develop an improvement plan
- Do - implement the plan
- Check - does it work?
- Act - institutionalize improvement
Joseph Juran
Develop ‘Quality trilogy’ which is the three musts when it comes to quality: quality planning, control and improvement.
He also focused on the quality costs.
What does each of the trilogy-parts contain?
- Planning - identify customers and their needs, establish goals and also develop process/products characeristics.
- Control - use different measurements, control tools, interpret deviations etc.
- Improvement - diagnos causes and provide remedies, organize project and teams etc.
Philip Crosby’s 4 principles of QM:
- Q is defined as conformance to req.
- Prevention, not evaluation
- Only zero defects counts
- The measurement of Q is the cost of Q
Paths to quality:
- Analysis of present/initial situation
- Quality improvement and control tools.
- Quality Assurance
- TQM
Ishikawa’s 7 basic tools:
- Histogram (measure the frequency of where in the process the problems occur).
- Pareto’s chart (prioritize the main causes to a problem)
- Cause-and-effect diagram (breaking down causes)
- Scatter diagram (defines relationships)
- Flowchart (visually shows every step in a process)
- Control chart (stay within UCL and LCL)
- Control sheets (counting errors)
