student version - Ch6 - part 1

student version - Ch6 - part 1 - MGMT 361 Operations...

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1 MGMT 361 Operations Management (OM) Chapter 6 Quality Management - I Prof. Julia A. Kalish
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Chapter 1: Introduction Chapter 2: Process Analysis Chapter 3: Process Selection Chapter 4: Aggregate Planning Chapter 5: Inventory Management Chapter 6: Quality Management Chapter 7: MRP Chapter 8: 2 Planning and Control
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3 Definitions of Quality Conformance to requirements (Crosby) A customer driven determination which is based on the customer’s actual experience with the product or service, measured against his or her requirements stated or unstated, conscious or merely sensed, technically operational or entirely subjective and always representing a moving target in a competitive market (Feigenbaum) What is quality ?
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4 Definitions of Quality Cont. Fitness for use (Juran) Nonfaulty Systems (Deming) Quality (Q) = Performance/Expectation Q > 1: Customer feels good. Q < 1: Bad things happen. The degree to which a set of inherent characteristics fulfills requirements (Besterfield)
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5 Answer based on a survey 1. Perfection 5. Doing it right the first time 2. Consistency 6. Compliance with policies and procedures 3. Waste elimination 7. Provide a good and usable product 4. Speed of delivery 8. Delighting or pleasing the customers 9. Total customer service and satisfaction What is Quality?
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Cost of Quality Internal Failure Costs: rework, scrap, lost production time, possibly equipment damage, employee injury External Failure Costs: handling of complaints, warranty costs, liability claims, loss of goodwill 6 Which costs are usually the highest, most expensive for the company? What is the cost of failing to provide good quality ? What is the cost of providing good quality ? Appraisal Costs: testing, inspection, quality audits Prevention Costs: training, quality control procedures, redesign of product Crosby: Total Costs ↓ with better training and technology improvements by quality efforts more than pay for themselves
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7 Performance - main characteristics of product/service Special Features - extra characteristics Aesthetics - appearance, feel, smell, taste Reliability - consistency of performance Durability - useful life of the product/service Conformance – to design specifications Serviceability - service after sale, ease of repair Perceived Quality - indirect evaluation of quality (e.g. reputation) Response - Human to human interface (dealer courtesy). – (included in some lists) 9 Dimensions of Quality
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What is Six Sigma ? Highly disciplined process that helps us focus on developing and delivering near-
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This note was uploaded on 03/03/2012 for the course MGMT 361 taught by Professor Panwalker during the Spring '10 term at Purdue.

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student version - Ch6 - part 1 - MGMT 361 Operations...

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