Ch 9

Operations Management

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Unformatted text preview: 9-1Chapter 9Management of Quality9-2Meaning of Quality¡American Society for Quality (ASQ)¡totality of features and characteristics of a product/service that bears on its ability to satisfy stated or implied customer needs¡Quality Gurus’ Contribution¡W. Edward Deming ÎVariance Reduction¡Joseph M. JuranÎFitness for Use¡Philip B. CrosbyÎConformance to Specification ¡Genichi Taguchi ÎLoss to Society9-3Meaning of Quality (cont’d)¡(Consumer’s perspective: “Fitness for use” and “Price”)Perceived quality ≥Expectation(1) product features and characteristics Îvalue adding(2) freedom from deficiencies Îperformance ¡(Producer’s perspective:“Conformance to specification” and “Cost”)9-4Dimensions of Quality: Products¡Performancebasic operating characteristics of a product; how well a car is handled or its gas mileage¡Features“extra” items added to basic features, such as a stereo CD or a leather interior in a car¡Reliabilityprobability that a product will operate properly within an expected time frame; that is, a TV will work without repair for about seven years9-5¡Conformancedegree to which a product meets pre–established standards¡Durabilityhow long product lasts before replacement?¡Serviceabilityease of getting repairs, speed of repairs, courtesy and competence of repair personDimensions of Quality: Products (cont.)9-6¡Aestheticshow a product looks, feels, sounds, smells, or tastes?¡Safetyassurance that customer will not suffer injury or harm from a product; an especially important consideration for automobiles¡Perceptionssubjective perceptions based on brand name, advertising, and likeDimensions of Quality: Products (cont.)9-7Dimensions of Quality: Service¡Time and timeliness¡how long must a customer wait for service, and is it completed on time?¡is an overnight package delivered overnight?¡Completeness¡is everything customer asked for provided?¡is a mail order from a catalogue company complete when delivered?9-8Dimensions of Quality: Service (cont.)¡Courtesy¡how are customers treated by employees?...
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Ch 9 - 9-1Chapter 9Management of Quality9-2Meaning of...

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