430-6Quality

430-6Quality - ProcessQuality&ImprovementModule Quality the...

Info iconThis preview shows pages 1–7. Sign up to view the full content.

View Full Document Right Arrow Icon
Slide 1 Operations/Quality © Van Mieghem Process Quality & Improvement Module Quality & the Voice of the Customer What is Quality? Quality Programs in practice Voice of the Customer Process Capability and Improvement Process Capability Checking for Improvement: Quality Wireless Control Charts & Voice of the Process Statistical Process Control (SPC) Quality Wireless (B) Why 6-Sigma? Flyrock Tires
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Operations/Quality What is Quality? Here is how specific brands ranked in J.D. Power and Associates' annual initial quality survey. The study is based on responses from more than 52,000 people who bought or leased new 2003 cars and trucks . The survey is done in the first 90 days of ownership. The figures represent the number of problems per 100 vehicles . Source: J.D. Power 2003 Initial Quality Study 76 103 110 111 112 113 117 118 121 122 128 128 130 132 132 133 134 136 136 137 139 139 142 143 143 144 144 146 146 148 148 158 160 166 168 190 225 0 50 100 150 200 250 Lexus Cadillac Infiniti Acura Buick Mercury Porsche BMW Toyota Jaguar Honda Volvo Chevrolet Audi Mercedes-Benz INDUSTRY AVERAGE Oldsmobile Chrysler Ford Dodge Lincoln Nissan Pontiac Hyundai Volkswagen GMC Suzuki Jeep Subaru Mazda Mitsubishi Saturn Saab Mini Kia Land Rover Hummer
Background image of page 2
Slide 3 Operations/Quality © Van Mieghem 8 Dimensions of Quality Performance Features Serviceability Aesthetics Perceived Quality Reliability Conformance Durability Q of design Q of process conformance to design = process capability
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Slide 4 Operations/Quality © Van Mieghem Quality in Practice: 1. Elements of TQM Management by fact Cross-functional (process) approach Culture and leadership Customer focus Employee focus High performance focus Continuous improvement Benchmarking External alliances - the value chain Source: Eitan Zemel
Background image of page 4
Slide 5 Operations/Quality © Van Mieghem www.quality.nist.gov 1 Leadership 110 2 Strategic Planning 80 Strategy Development Process 3 Customer and Market Focus 80 4 Information and Analysis 80 5 Human Resource Development and Management 100 6 Process Management 100 Product and Service Processes Support Processes Supplier and Partnering Processes 7 Business Results 450 TOTAL POINTS 1000 Quality in Practice: 2. Malcolm Baldrige National Quality Award
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Slide 6 Operations/Quality © Van Mieghem 2002 Motorola Commercial, Government & Industrial Solutions Sector (Manufacturing) SSM Health Care (Health care) Branch-Smith Printing Division (Small business) 2001 Clarke American Checks, Inc., San Antonio, Texas (manufacturing); Pal's Sudden Service, Kingsport, Tenn. (small business); Chugach School District, Anchorage, Alaska (education); Pearl River School District, Pearl River, N.Y. (education); University of Wisconsin-Stout, Menomonie, Wis. (education).
Background image of page 6
Image of page 7
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 03/05/2010 for the course OPS OPs2 taught by Professor Kellogg during the Spring '10 term at Hanover.

Page1 / 55

430-6Quality - ProcessQuality&ImprovementModule Quality the...

This preview shows document pages 1 - 7. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online