M11 QualityMGT STUDENT F09

M11 QualityMGT STUDENT F09 - QUALITY MANAGEMENT Quality...

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Unformatted text preview: QUALITY MANAGEMENT Module 11 01 Quality Definitions: One per Customer 02 • Products versus Services – Cars, Cell Phones, Clothing, Electronic devices – Restaurants, Medical, Retail, Entertainment • Marketing and Supply Chain ingredients – Ads and commercials, packaging – Materials, manufacturing, assembly, delivery, support… • Other considerations – Value: What do I get? / What did I pay? – Psychological: Cool factor, brand names, trust – Expectations versus Actual Output Dimensions of Quality: Product 03 Cars, Cell Phones, Clothing, TVs • Performance – Best in class? As promised? • Reliability – Likelihood item will work • Durability – Under normal conditions will the item break? • Features – Both expected features and bonus features. • Aesthetics – Look good? Smells good? Feels good? Sounds good? • Reputation/Brand – Does it give you that warm feeling inside? • Serviceability – Can item be fixed? At what cost? Difficult to find repair personnel? • Service Response – Can I find help? What kind of help? Cost? Product vs. Service Industry 04 1. Tangible Item vs. Intangible Service (Piece of mind?) 2. Services cannot be inventoried. • Process Design - Planning Capacity? • Flexibility Issues – Customization, Process, Employees 3. Location and hours of operation can be very important • Consider Convenience and Accessibility in Healthcare, Grooming, Landscaping, Restaurants, Childcare, Travel Related industries 4. Services are usually produced and received simultaneously. 5. Services are highly visible 1. Examples: Haircuts, Car wash, Litigation, Teaching 2. Quality Management – Dealing with mistakes, How you make it is important 3. Importance of Hiring, Training, Fail-Safes, Customer Relations, Process Design, Maintenance, etc. 6. Some service have very low barriers to entry/exit Dimensions of Quality: Service 05 Visits to ER/Doctor’s office, Restaurants, Retail Store, Bank • Time – Waiting time, Time from request to completion • Timely – % of time delivered on time, early, late? • Complete – Based on expectations. Customer’s definition of complete? • Accurate – Exactly what was expected? Right the first time? • Responsive – Reaction time to problems. Who found the error? • Courtesy – How does each customer define courteous? • Consistent - Same every time? Consider different customer expectations. Consider different experiences – good/bad, above average/below average....
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This note was uploaded on 05/05/2010 for the course SCM scm 300 taught by Professor Davilas during the Spring '10 term at ASU.

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M11 QualityMGT STUDENT F09 - QUALITY MANAGEMENT Quality...

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