m5l4 - Fall 2011 Module 5 Production Quality Lecture 4...

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David Robinson © D. Robinson, 2011 Fall 2011 Module 5 Production & Quality Lecture 4: Introduction to Quality Management
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2 Production and Quality Management Quality Manufacturing Production Service Operations Module Overview 1 2 3
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3 Introduction to Quality Management Tools Defining Quality Planning for Quality General rules to achieve Quality Flow charts (help with documentation) Pareto charts (focus on what’s most frequent) Fishbone diagrams (cause and effect) Statistical Process Control (SPC)
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How should we define “Quality”? Quality is defined in many ways
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Defining Quality Quality is not the same as “luxury” Does not depend on price Works reliably as intended, is aesthetically pleasing; doesn’t need repair often but can easily be repaired. 5
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Defining Quality: The Eight Dimensions* Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality 6 Note : “Luxury” is not part of the definition * David Garvin, Harvard
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Total Quality Management (TQM) Aims to address the problems of mass production
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The Problems of Mass Production Marginal cost (the cost of making 1,001 given that you have made 1,000) is low If it breaks or doesn’t work—don’t worry, we’ll give you a new one! 8
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The “Inspect and Reject” Problem Make as many as possible—throw away the ones that are no good But, is very wasteful Leads to products that are “good enough” and may fail in service Gives problems to the customer 9
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“Inspect & reject” at the end of a shoe production line 10
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11 Total Quality Management Definition A philosophy (not an organized movement) that says: - Quality has nothing to do with price or luxury - Quality is non-negotiable: Things should work right the first time
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12 Involves Continuous Improvement Constantly challenges what is “acceptable” Relies on measurement and statistics Involves everyone in an organization Top management leadership Empowerment of front-line workers Total Quality Management Definition, continued
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Planning for Quality Why “Quality Control” is the wrong approach 13
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14 Three General Rules to
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This note was uploaded on 04/04/2012 for the course UGBA 10 taught by Professor Xuanmingsu during the Fall '08 term at Berkeley.

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m5l4 - Fall 2011 Module 5 Production Quality Lecture 4...

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