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

Info icon This 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
Image of page 1

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

View Full Document Right 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
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
Image of page 3

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

View Full Document Right 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
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
Image of page 5

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

View Full Document Right 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).
Image of page 6
Image of page 7
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern