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5023)
Understanding Quality
Quality in Operations
Fitness for Use: the ability of a good
or service to meet customer needs.
Quality of Conformance: extent to
which a process is able to deliver
output that confirms to design
specifications.
Specifications: targets and tolerances
determined by designers of goods and
services.
Quality in Operations
Quality Control: means of ensuring
consistency in processes to achieve
conformance.
Service Quality: consistently
meeting or exceeding customer
expectations and service delivery
system performance criteria during all
service encounters.
Quality in Operations
Principles of Total Quality
1. A focus on customers and
stakeholders.
2. A process focus supported by
continuous improvement and
learning.
3. Participation and teamwork by
everyone in the organization.
W. Edwards Deming
Bringing about improvements
in product and service quality
by reducing uncertainty and
variability in goods and services
design and associated
processes
(the beginning of his ideas
in 1920s and 1930s).
W. Edwards Deming
The Deming
Chain
Reaction
Joseph Juran
Defined quality as
fitness for use.
Advocated use of
quality cost measurement.
Philip B. Crosby
Philip B. Crosby
There is no such thing as the economics of
quality; doing the job right the first time is
always cheaper.
The only performance measurement is the
cost of quality which is the expense of
nonconformance.
The only performance standard is Zero Defects
(ZD).
ISO 9000:2000
Quality standards were created in 1987 and
revised in 1994 and 2000 to improve product
quality, improve the quality of operations
processes, and provide confidence to
organizations and customers that quality
system requirements are fulfilled.
Six Sigma
Six Sigma is a business improvement approach
diagram.
7. Scatter Diagrams: graphical component of
regression analysis.
Use of Pareto
Diagrams for
Progressive
Analysis
3.
4.
5.
6.
7.
Poka-Yoke (Mistake-Proofing): an