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s9_Quality - Session9Chap.6&S6(05/03 OM301002,,Spring2010...

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Click to edit Master subtitle style  9/21/11 Quality Management and Control Session 9 – Chap. 6 & S6 (05/03 & 05/05/2010) OM 301-002, Operations Management, Spring 2010
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Agenda n Major Subjects n Quality Dimensions n Defining Quality n Quality Management Concepts n Quality Management Practices n Quality Management Tools n Statistical Quality Control n Control Charts n Control vs. Specification Limits n Process Capability n Logic of Six Sigma Learning Objectives Identify different quality dimensions and see how customers define quality Analyze the trade-offs among various costs of quality n Know the difference between control limits and specification limits n Learn how to measure process capability Understand the logic of Six Sigma
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Quality Dimensions n Quality in Goods/Products n Performance n Features n Reliability n Durability n Conformance n Serviceability n Aesthetics n Perceived quality Quality in Services Tangibles Reliability Responsiveness Competence Courtesy Credibility Security Access n Communication n Understanding the customer
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Defining Quality n Technical Quality vs. Functional Quality n
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