MG 211 Lecture Notes - Lecture 6: Quality Management System, Quality Management, Iso 9000
Document Summary
Managing quality -> differentiation, low-cost, response strategies. Helps firms increase sakes and reduce costs. Sales gains: improved response, flexible pricing, improved reputation. Reduced costs: increased productivity, lower network and scrap costs, lower warranty costs. Organizational practices: leadership, mission, effective operating procedures, staff support/training: what is important and what is to be accomplished. Quality principles: customer focus, continuous improvement, benchmarking: how to do what is important and to be accomplished. Employee fulfillment: empowerment, organizational commitment: employee attitudes that can accomplish what is important. Customer satisfaction: winning orders, repeat customers: an effective organization with a competitive advantage. Operations manager"s goal is to build a quality management system that identifies and satisfies customer needs; totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. User-based: quality lies in the eyes of the beholder. Manufacturing-based: quality means conforming to standards and making it right the first time.
