RelativeResourceManager11

RelativeResourceManager11 - MGT 3200 Operations Management:...

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MGT 3200 – Operations Management: Chapter 6 Managing Quality Prof. Victor B. Marshall 9/8/10 1 Prof. Victor B. Marshall
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Chapter Learning Objectives 9/8/10 2 ©2010 Victor B. Marshall Chapter # Chapter Desc Obj Objective Chapter 06 Managing Quality 1 De5ine quality Chapter 06 Managing Quality 2 List and describe three implications of quality for an organization Chapter 06 Managing Quality 3 List and de5ine the four costs of quality Chapter 06 Managing Quality ± De5ine Malcolm Baldrige, ISO 9000, and ISO 14000 Chapter 06 Managing Quality 6 Recognize and describe elements of TQM including: continuous improvement, six sigma, employee empowerment, and benchmarking Chapter 06 Managing Quality 7 De5ine just‐in‐time (JIT) Chapter 06 Managing Quality 9 Recognize and describe tools of TQM including: cause‐and‐effect diagrams, pareto charts, 5low charts, and SPC Chapter 06 Managing Quality 10 Describe the importance of inspection in quality control Chapter 06 Managing Quality 11 De5ine poka‐yoke and provide an example Chapter 06 Managing Quality 12 Recognize determinants of service quality
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These slides are designed to accompany these textbooks: 9/8/10 3 ©2010 Victor B. Marshall
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Quality 9/8/10 4 Prof. Victor B. Marshall
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9/8/10 5 Prof. Victor B. Marshall Quality What is it? – The ability of a product or service to meet a customer’s needs. Implications of enhanced quality for a company: – Can enhance a company’s reputation – Can reduce risk associated with product liability – Can improve a company’s relative competitive position in a global marketplace
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9/8/10 6 Prof. Victor B. Marshall Quality – Focusing on the Customer First and foremost, is defined by the customer. Is the conformance to customer specifications and expectations. Has a key role in customer perception of value.
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Quality & Concepts of Order Loser, Qualifier & Winner 7 Categorization Definition Cellular Phone & Service Order Loser Characteristics that will repel a customer Unreliable / Deficient Product, Service, Coverage, Reliability & Data Rate Order Qualifier Characteristics necessary, but not sufficient, to win order Reliable / Acceptable Product, Service, Coverage, Reliability & Data Rate Order Winner Characteristics most important to customer – resulting in an order Email, Calendar, Contacts & Bookmarks Integrated with Laptop; Full Service Browser; Mapping / Directions with GPS 9/8/10 Prof. Victor B. Marshall
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9/8/10 8 Prof. Victor B. Marshall Quality Dimensions for Products & Services Exclusive to Products Common to Products & Services Exclusive to Services •Performance •Features •Durability •Serviceability •Conformance •Reliability •Responsiveness •Reputation •Tangibles •Aesthetics •Assurance •Empathy
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Quality Management Evolution Defensive – Quality Control focused primarily on inspection – Reduce Customer Complaints Offensive – Quality Control focuses primarily on prevention – Capture Market Niches – Increase Market Share
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RelativeResourceManager11 - MGT 3200 Operations Management:...

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