Quality Intro

Quality Intro - Quality Introduction Slides MGT 3360...

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1 Quality Introduction Slides MGT 3360 Revised 04/10/08 Note: most of the information in these slides is not in your text Also read chapters 8, 9 and Technical Note 8 in your text
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2 Precursors to a successful quality improvement program Read your book to determine at least 5 actions that are necessary for any quality improvement program implementation to be successful. Remember, the quality improvement “tools” we will learn in class are worthless worthless without a successful system-wide quality improvement program.
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3 Quality Improvement Programs If well implemented and successful should: 1) Eliminate the “Service Quality Gap” The difference between expectations of a product or service and and the perceived quality of a product or service 2) Address the dimensions of product and/or service quality (see next slides) 3) Spend more effort on prevention activities than other costs of quality (see next slides) 4) Be system-wide programs (not pockets of excellence) 5) Be fully supported by upper management (not just lip service) 6) Have reward systems that are aligned with the expected behaviors 7) etc.
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Dimensions of (Product) Quality 1. Performance - the primary operating characteristics 2. Features - the “bells and whistles” of products 3. Reliability - probability of a product malfunctioning or failing within a specified time period 4. Conformance - degree to which the product’s design and operating characteristics meet established standards 5. Durability - the amount of use on gets form a product before it deteriorates, also the expected cost of future repairs ($ and time costs) against the investment and operating expenses of a newer, more reliable model 6. Serviceability - the speed, courtesy, competence and ease of repair, timeliness of service appointments 7. Aesthetics - how a product looks, feels, sounds, tastes or smells (subjective) 8. Perceived Quality - primarily based on reputation D.A. Garvin, 1987, Competing on the Eight Dimensions of Quality, Harvard Business Review 65(6).
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Dimensions of Service Quality Reliability - ability to perform the promised service dependably and accurately on time and error free every time Responsiveness - willingness to help customers and to provide prompt service, keeping customers waiting is not responsive, ability to recover problems quickly, such as serving free drinks on a delayed flight Assurance - knowledge and courtesy of employees and their ability to convey trust and confidence
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This note was uploaded on 04/11/2011 for the course ECON 3200 taught by Professor Azevedo during the Spring '11 term at UCM.

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Quality Intro - Quality Introduction Slides MGT 3360...

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