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8 - Managing Quality

Product also called customer service sales also

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Unformatted text preview: been sold. product Also called customer service, sales Also service, or just service service, Dimensions – Promptness – Competence – Integrity Integrity 8-8 Service Quality Service Service measures are perceptual or subjective SERVQUAL most popular measure – – – – – Tangibles Reliability Responsiveness Assurance Empathy 8-9 Implementation of quality improvement through the quality cycle through Define quality attributes on the basis of customer Define needs needs Decide how to measure each attribute Set quality standards Establish appropriate tests for each standards Find and correct causes of poor quality Continue to make improvements 8-10 Poka-Yoke Poka-Yoke Developed by Toyota’s Shigeo Shingo in the Developed 1960s 1960s Means ‘mistake proofing’ Design the product and process so that Design mistakes cannot occur or are immediately detectable. detectable. 8-11 The Quality Pioneers The W. Edwards Deming (1900-1993) Joseph Juran (1904- 2008 ) plus many others 8-12 W. Edwards Deming W. The 14 Management Principles Advocate of statistical process control Emphasis on continuous improvement PDCA Wheel http://www.deming.org/ 8-13 Joseph Juran Joseph Quality “Trilogy”—planning, Quality control and improvement control Emphasis on management “Quality Handbook” Lived to age 104 http://www.juran.com/main.html 8-14 ISO 9000 ISO Guidelines for designing, manufacturing, Guid...
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