GMS 401 Chapter Notes - Chapter 9: Statistical Process Control, Total Quality Management, Deming Prize

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Published on 21 Nov 2012
GMS401- Chapter 9- Management of Quality
Quality: the ability of good or service to consistently meet or exceed customer expectations
Prior to the increased level of Japanese competition in the North American marketplace in
1980s, quality was not the uppermost in the minds of the management.
Focus was on cost, quantity and production rather than quality
Quality control: is monitoring, testing and correcting quality problems after they occur
During the 1950s, quality movement started to evolve into quality assurance: is providing
confidence in a products quality by prevent defects before they occur
The evolution took a dramatic shift from quality control and assurance to a strategic
management approach to quality control and assurance to a strategic management approach
to quality in the 1980s, called total quality management (TQM) emphasis on customer
satisfaction, and involves all levels of management as well as workers in continuing effort to
increase quality continuous improvement: never-ending improvements to key processes
as part of total quality management
Evolution of Quality Control
Pre-Industrial Revolution
Craftsmanship: each craftsman responsible for quality.
Industrial Revolution
Division of labour: quality control shifts to full time inspectors
quality assurance
quality management systems
TQM, continuous improvement
Six Sigma, statistical tools
Dimensions of Quality
Dimensions of quality of goods: Performance, aesthetics, special features, safety,
reliability, durability, perceived quality, service after, and latent
Includes the following:
Performance - main characteristics of the product/service
Aesthetics - appearance, feel, smell, taste
Special Features - extra characteristics
Reliability - consistency of performance
Durability - useful life of the product/service
Perceived Quality - indirect evaluation of quality (e.g. reputation)
Serviceability - service after sale
Service Quality
Tangiblesthe physical appearance of facility, equipment, personnel, and communication materials.
Conveniencethe availability and accessibility of the service.
Reliabilitythe ability to perform a service dependably, consistently, and accurately for certain
length of time.
Responsivenessthe willingness of service providers to help customers in unusual situations and to
deal with problems.
Timethe speed with which service is delivered.
Assurancethe knowledge exhibited by personnel and their ability to convey trust and confidence.
Courtesythe way employees treat customers.
Determinants of Quality
1. Product design: intention of designers to include or exclude features that customers require
2. Process design: Translating product characteristics into process specifications and
3. Production: The degree to which goods or services conform to design specification
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