scm2160 Quality Mgt S10.2.pptx - MANAGING QUALITY • Text pg...

MANAGING QUALITY
• Text pg 208-235;239-241
• Students may submit summary report at start of next
class

Q1) AS A CONSUMER WHAT WOULD
PREVENT YOU FROM BUYING A PRODUCT?

IMPORTANCE OF QUALITY
•
Bad experience or bad stories
• Online reviews
• Media
• Consistent quality or high performance design

QUALITY MANAGEMENT- GENERAL
CONCEPTS
•
Customer satisfaction
• Employee involvement
• Continuous improvement

PIONEERS OF QUALITY
MANAGEMENT
•
Deming- use statistical process control (SPC) to evaluate
quality through the process
•
Juran – looks at quality planning, quality control, and
improvement
• Crosby - explores costs of poor quality. Believed in organization
commitments to quality

ASPECTS TO QUALITY AND
CUSTOMER SATISFACTION
•
Basic performance- meet basic needs
• Supplemental features- extra features may be available
• Reliability - works as required
• Durability- how long will it last?