Serviceability ease speed of repairs courtesy competence of staff Reputation

Serviceability ease speed of repairs courtesy

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Serviceability: ease, speed of repairs, courtesy, competence of staffReputation: past performance, credibility, word of mouthCost of QualityPoor Quality:failure costsCosts incurred by defective parts/products or faulty serviceInternal failure cost: costs for defects incurred within a system. Detected before prod/service is given. Scrap/rework/downtime costsExternal failure cost: detected after prod is delivered. Return/warranty/lost sale/complaint costsGood Quality: control costsPrevention costs: incurred during product design. Prevent defects, quality planning, training.Appraisal costs: measuring, testing, analyzing, cost of inspection.Zero DefectsPhilosophy that advocates continuous edu and improvement. Managing entire org so it excels on dimension of products/services that are imp to customer.3 Key ElementsFocus on customer satisfaction| everything adds valueInvolvement of all employees| quality at source, using teams. Based decisions on facts/data, not opinion. Use stat tools.Kaizen – continuous imp | never-ending improvements.Emp inv/team improve. To suppliers. Use comp. benchmarksProblem Solving1.Select problem/describe it clearly2.Study present system/collect data3.ANALYSIS – identify possible causes4.Plan/implement solution5.Evaluate effects6.Standardize effective solutions7.Reflect, develop future plans, pivot PLAN– Doc process, collect/analyze data/develop plan.DO – implement plan, collect data for evaluationCHECK - using data to check. Meet goal?ACT – standardize successful method, revise unsuccessful planSix Sigma
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CHRISTINA XIAO – TOM MIDTERM I – PROFESSOR ELLISRestricts variation/increases precision of a processProcess variability: uncontrollable random variation in the processProcess Specs: design tolerances spec. by engineer/cust (factory = ez)
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