m2l1 - Spring 2008 Module 2 Production & Quality...

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David Robinson © D. Robinson, 2008 Spring 2008 Module 2 Lecture 1: Introduction to Total Quality Management
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2 Module 4 Production and Quality Management Quality Manufacturing Production Service Operations Module Overview 1 2 3
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3 Lecture Overview Defining Quality A brief history of the Quality Movement in the USA ° The Baldrige Award ° ISO 9000 standards
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4 Does B ART Have High Quality? Trains arrive on time Trains are clean Does not injure passengers But are we … “Delighting Customers”? [Mod 1]
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Quality is a Natural Extension of the Concept of “Delighting Customers” Firms embrace Quality They provide what they customer wants, where they want it, when they want it 5
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Different Dimensions of “Quality”
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Defining Quality: The Eight Dimensions (D. Garvin article) Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality 7
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Total Quality Management (TQM)
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9 Total Quality Management Definition A philosophy (not an organized movement) that says: ° Quality is nothing to do with price or luxury ° Things should work right the first time
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10 Involves Continuous Improvement
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m2l1 - Spring 2008 Module 2 Production & Quality...

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