Module 2 Lecture 4 - Fall 2010 Module 2 Production Quality...

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David Robinson © D. Robinson, 2009 Fall 2010 Module 2 Production & Quality Lecture 4: Introduction to Quality Management
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2 Introduction to Quality Management Tools Defining Quality General rules to achieve Quality Flow charts (help with documentation) Pareto charts (focus on what’s most frequent) Fishbone diagrams (cause and effect) Statistical Process Control (SPC)
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How should we define “Quality”? Quality is defined in many ways
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Which one has better Quality? Price: $49,950 Price: $13,010
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Defining Quality: The Eight Dimensions* Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality 5 Note : “Luxury” is not part of the definition * David Garvin, Harvard
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Total Quality Management (TQM) Aims to address the problems of mass production
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The Problems of Mass Production Marginal cost (the cost of making 1,001 given that you have made 1,000) is low If it breaks or doesn’t work—don’t worry, we’ll give you a new one! 7
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The “Inspect and Reject” Problem Make as many as possible—throw away the ones that are no good But, is very wasteful Leads to products that are “good enough” and may fail in service Gives problems to the customer 8
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“Inspect & reject” at the end of a shoe production line 9
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10 Total Quality Management Definition A philosophy (not an organized movement) that says: - Quality has nothing to do with price or luxury - Quality is non-negotiable: Things should work right the first time
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11 Involves Continuous Improvement Constantly challenges what is “acceptable” Relies on measurement and statistics
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