Chap9 - Chap. 9 Quality Management Agenda What is quality?...

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Chap. 9 Quality Management Agenda What is quality? General quality management approaches Statistical process control (SPC) Why use it? Theory of Control Charts Average control chart ( f8e5 X chart) p-chart Process Capability Process Capability ratio C pk 6-sigma process Deutsche Allgemeinversicherung case 1
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What is Quality? A. A synonym for good B. A complicated method for transferring money to business consultants C. It’s like pornography – we can’t define it, but we know it when we see it D. ? 2
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Definitions of Quality Product-Based Quality quality is function of a specific, measurable attribute of a product or service, e.g. # of cylinders in a car, on time flights User-Based View (marketing view) quality determined by what a customer wants, ‘‘fitness for use,” e.g. Lexus vs. Jeep performance, reliability, features, durability, serviceability, aesthetics, perceived quality (i.e. image, brand) Value-Based View relationship of usefulness/satisfaction to price, e.g. Timex watch. Manufacturing-Based View products made conform to design specifications 3
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Quality Management A variety of approaches Total Quality Management (TQM) -- Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer Six-Sigma Programs --A highly structured problem- solving methodology for improving business processes DMAIC -- define, measure, analyze, improve and control Lean processes or lean manufacturing -- eliminating non-value adding activities and waste from your processes and products ISO9000 -- A certification process that verifies a company’s compliance to its stated quality management system 4
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Why Get ISO Registered? ISO 9001 gives a common understanding within your organization and with suppliers and customers. Forces a thorough understanding of your processes Supplier selection and communication can become easier. Registration often seen as a sign of competitive advantage – registered companies perceived as better suppliers than non- registered ones. Registration may be a contractual requirement of your customer(s) Registration validates and publicizes your capabilities 5
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Short Summary of ISO 9001 ISO 9001-1994: Say what you do. Do what you say. Prove it. ISO 9001-2000: Plan your process. Control your process. Improve your process. 6
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Statistical Process Control How to Tell if Something Is Really Wrong? Note: I will assume you know how to find probabilities for a Normal probability distribution and are generally familiar with hypothesis tests 7
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Variability in Products and Processes Almost all measures of products and processes display variability Flow time/customer # of customer complaints/month Cost/unit Student satisfaction/class Diameter/ball bearing Weight/part # of errors/ transaction On-hand inventory at end of month % of airline flights delayed/month 8
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This note was uploaded on 05/12/2008 for the course MIS 560 taught by Professor Slaton during the Spring '08 term at University of Arizona- Tucson.

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Chap9 - Chap. 9 Quality Management Agenda What is quality?...

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