Professional Documents
Culture Documents
©2001 Prentice-Hall
Chapter Overview
Slide 1 of 2
1. Backgrounds
2. Tastes and preferences
3. Attitudes and feelings
4. Manufacturing-Based Definition
– If the product conforms to design
specifications, it has good quality.
5. Value-Based Definition
– If the product is perceived as providing
good value for the price, it has good
quality.
© 2001 Prentice-Hall Transparency 1-11
Garvin’s Product Quality Dimensions
(David Garvin) Slide 1 of 4 ( Table 1.1)
1. Performance
2. Features 5. Durability
3. Reliability 6. Serviceability
4. Conformance 7. Aesthetics
8. Perceived Quality
© 2001 Prentice-Hall Transparency 1-12
Garvin’s Product Quality Dimensions
(David Garvin) Slide 2 of 4
1. Performance
– Refers to the efficiency with which a product
achieves its intended purpose.
2. Features
– Attributes of a product that supplement a
product’s basic performance.
3. Reliability
– The propensity for a product to perform
consistently over its useful design life.
© 2001 Prentice-Hall Transparency 1-13
Garvin’s Product Quality Dimensions
Slide 3 of 4
8. Perceived Quality
– Quality is as the customer perceives it.
Customers imbue products and services with
their understanding of their goodness. This is
perceived quality.
1. Tangibles
– Include the physical appearance of the
service facility, the equipment, the
personnel, and the communication material.
2. Service Reliability
– Differs from product reliability in that it
relates to the ability of the service provider
to perform the promised service dependably
and accurately.
© 2001 Prentice-Hall Transparency 1-20
Service Quality Dimensions
Slide 3 of 3
3. Responsiveness
– The willingness of the service provider to be
helpful and prompt in providing service.
4. Assurance
– The knowledge and courtesy of employees
and their ability to inspire trust and
confidence.
5. Empathy
– the customer desires caring, individual
attention paid to customers by the service
firm.
Final
Definition
Product
Design &
Evaluation
Implementation
• Related Concepts
– Life Testing
• It is a facet of reliability engineering that
concerns itself with determining whether a
product will fail under controlled conditions
during a specified life.
• If a component has a relatively high probability
for failure that will affect the overall function of
a product, then redundancy is applied so that
backup system can take over for the failed
primary system.
© 2001 Prentice-Hall Transparency 1-35
Engineering Perspective on Quality
• Related Concepts
– Another engineering-related contribution to
quality management is the field of Statistical
Process Control (SPC).
– SPC is concerned with monitoring process
capability ( meet specification) and process stability
( only exhibit random or common variation).
– The control process as specified by Shewhart is
shown in Figure 1.2.
• Systems View
– Operations management (OM) utilizes the
systems view that underlies modern quality
management thinking ( see Figure 1.3).
– The systems view involves the
understanding that product quality is the
result of the interactions of several
variables such as machines, labor,
procedures, planning, and management.
© 2001 Prentice-Hall Transparency 1-42
Operations Perspective on Quality-- The
Systems View of Operation Management
Slide 3 of 6
Planning Organizing
Conversion
Inputs Outputs Customer
Process
Process
Control
Controlling Customer
Feedback
© 2001 Prentice-Hall Transparency 1-43
Operations Perspective on Quality-- The
Systems View of Operation Management
• Operations/Marketing Interface
– In recent years, a major advance in
operations management has been the
improved understanding of the
operations/marketing interface.
– The interface has resulted in an
increased focus on the customer.
• Operations/Marketing Interface
- This has helped operations manager
externalize their views to the customer as well
by making the customers part of the design
process.
Speed
Dependability
Quality
Business Level
Strategy
Corporate Level
Strategy
Operational
Subplans
Strategic Alignment
Between
Structure and Goals
© 2001 Prentice-Hall Transparency 1-54
Strategic Management Perspective on
Quality
Slide 3 of 3
Organization
Offering Payment
Customer
• Focus on Service
– Another important contribution of the
marketing perspective has been the focus
on service.
– This focus is on service at the time of the
transaction and after-sales support.
– Customer service surveys are important
tools for assessing the multiple dimensions
of quality.
© 2001 Prentice-Hall Transparency 1-64
Marketing Perspective on Quality
Capture
Stay in Provide Jobs
the and More Jobs
Business
Market
Minimum
Cost
Losses due to
poor quality Costs of
Improving
Quality
• Related Concepts
– Employee Empowerment
• Empowering employees involves moving
decision making to the lowest level in the
organization.
• The topic of empowerment is closely related
to Organizational Design.
• Quality management flourishes where the
workers’ and the company’s needs are closely
aligned.
© 2001 Prentice-Hall Transparency 1-81
Human Resource Perspective on Quality
• Related Concepts
– Job Analysis
• Involves collecting detailed information
about a particular job.
• The information is used to define a job
description that is used in setting pay levels.
Quality
Management
Quality Quality
Assurance Control
• Quality Control
– The control process is based on the scientific methods.
– Includes phases of analysis, relation, and
generalization.
– Activities relating to quality control include:
• Monitoring process capability and stability
• Measuring process performance
• Reducing process variability
• Optimizing processes to nominal measures
• Performing acceptance sampling
• Developing and maintaining control charts
© 2001 Prentice-Hall Transparency 1-94
The Three Spheres of Quality
Slide 3 of 4
• Quality Assurance
– Refers to activities associated with
guaranteeing the quality of a product or
service.
– These activities are design-related.
– Quality control is reactive rather than
proactive by detecting quality problems after
they occur.
– The best way to assure quality is in the design
of product, service, and processes.
© 2001 Prentice-Hall Transparency 1-95
The Three Spheres of Quality
• Quality Assurance
- Quality assurance activities include tasks
such as:
• Failure mode and effects analysis
• Concurrent engineering
• Experimental Design
• Process improvements
• Design team formation and management
• Off-line experimentation
• Reliability/durability product testing
• Quality Management
– The management processes that overarch and
tie together the control and assurance activities
make up quality management.
– Quality Highlight 1.2 ( see page 24) is an
example of a company with effective quality
management.
– Quality is the responsibility of all management,
not just quality managers.
© 2001 Prentice-Hall Transparency 1-97
The Three Spheres of Quality
• Quality Management
- For this reason, a variety of managers,
supervisors, and employees are involved
in quality management activities such as
next slide.