Service ops mgt Week10_Session1_Services Management_Tsquare

Service ops mgt Week10_Session1_Services Management_Tsquare...

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Unformatted text preview: Click to edit Master subtitle style Service Operations Management Instructor: Manpreet Hora Office: Room 4252 Phone: 404-385-3465 Email: manpreet.hora@mgt.gatech.edu Learning Objectives 1. 4 stages/levels of quality management 2. SPC 3. SPC steps 4. Attributes vs. variables 5. 4 SPC charts 6. Pattern tests 7. Process capability basics Quality and Profitability Higher sales- Improved response- Improved reputation- Higher prices- Increased market share Improved quality Lower costs- Lower rework & scrap- Lower warranty & liability- Increased productivity Higher profits Four stages or levels Quality inspection: focus on providing information Quality control: focus on monitoring and controlling Quality assurance: management programs aimed at ensuring good quality Total quality management: management philosophy about ensuring and improving quality throughout the entire organization Quality Management Process improvement: Final product inspection is too late must improve process l Eliminate common causes (e.g.., poor design) l Eliminate special causes (e.g.., specific equipment) Continuous improvement: A philosophy of never-ending pursuit of high quality l Innovation vs. continuous improvement: big jumps vs. small steps, dramatic vs. not dramatic, spets vs. everyone Quality of design: Built-in quality in the product or service design l Quality Function Deployment (QFD): a tool to translate the customer preferences into specific technical requirements l House of quality Quality Improvement Process improvement: Final product inspection is too late must improve process l Eliminate common causes (e.g.., poor design) l Eliminate special causes (e.g.., specific equipment) Continuous improvement: A philosophy of never-ending pursuit of high quality l Innovation vs. continuous improvement: big jumps vs. small steps, dramatic vs. not dramatic, spets vs. everyone Quality of design: Built-in quality in the product or service design l Quality Function Deployment (QFD): a tool to translate the customer preferences into specific technical requirements l House of quality Quality Improvement Tools to identify causes of quality problems Focus on frequency : check sheet, histogram, Pareto chart Focus on relationship : cause-and-effect (fishbone, Ishikawa) diagram, scatter diagram Focus on process : flow chart, statistical process control chart Process Improvement Check sheet: fact- finding tool; tally the number of problems Histogram: shows the frequency of quality problems Pareto chart: shows % of the frequency of problems Cause-and-effect diagram: identifies possible causes of quality problems Scatter diagram: shows the relationship between two variables Flowchart:...
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Service ops mgt Week10_Session1_Services Management_Tsquare...

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