s9_Quality

s9_Quality - Click to edit Master subtitle style 9/21/11...

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Unformatted text preview: 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 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 n Learning Objectives n Identify different quality dimensions and see how customers define quality n 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 n Understand the logic of Six Sigma Quality Dimensions n Quality in Goods/Products n Performance n Features n Reliability n Durability n Conformance n Serviceability n Aesthetics n Perceived quality n Quality in Services n Tangibles n Reliability n Responsiveness n Competence n Courtesy n Credibility n Security n Access n Communication n Understanding the customer Defining Quality n Technical Quality vs. Functional QualityTechnical Quality vs....
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This note was uploaded on 09/21/2011 for the course OM 301 taught by Professor Naor during the Fall '09 term at George Mason.

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s9_Quality - Click to edit Master subtitle style 9/21/11...

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