University:
Kentucky State University
Course:
ECO 301 | Microeconomics
Academic year:

2024
Views:

278

Pages:

36
Author:

Caroline Mcfarland

Differing Perspectives on Quality Chapter 1  Chapter Overview      What is Quality? Differing Functional Perspectives on Quality The Three Spheres of Quality Other Perspectives on Quality Arriving at a Common Perspective ( © Inc. Hall. 1-2 Recognizing Different perspectives on Quality    Quality management involves ﬂows (process ﬂows, information ﬂows, material ﬂows and ﬂows of funds. Each of these ﬂows has to operate effectively, eﬃciently and with outstanding quality. Like a river, we refer to upstream ﬂows and downstream ﬂows. The sums of these ﬂows construct the supply chain. Considering the supply chain causes us to think about quality differently. One of the problems with quality efforts has been that they tend to be too internally oriented. The supply chain causes us to expand our vision as we internalize processes that had previously been externalized. pyright © 2010 Pearson Education, Inc. Publishing as P entice Hall. 1-3 Recognizing Different perspectives on Quality These includes:  upstream: processes relating to our dealing with suppliers  Downstream: processes relating to our dealing with delivering products and services and serving customers.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1-4 What is Quality? Project Quality Dimensions       Garvin found that most deﬁnitions of quality either: Transcendent: quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love. Product-based: quality is found in the components and attributes of a product. User-based: if the customer is satisﬁed, the product has good quality Manufacturing-based: if the product conforms to design speciﬁcations, it has good quality. Value-based: if the product is perceived as providing good value for the price, it has good quality. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. What is Quality? Project Quality Dimensions Performance  Features  Reliability  Conformance  Durability  Serviceability  Aesthetics  Perceived Quality  © Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1-6 What is Quality? Project Quality Dimensions Performance Feature Reliability Conformance Eﬃciency with which a product achieves its intended purpose (the fuel eﬃciency of an ( automobile ) Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1-7 What is Quality Project Quality Dimensions Performance Features Reliability Conformance Copyright © 2010 Pearso n Education,nI c. Publishing as Prentic H ll. Attributes that supplement the product’s basic performance  1-8 What is Quality Project Quality Dimensions Performance Features Reliability Conformance Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Perform consistently over the product’s useful life. (A product is considered reliable if the chance that it will fail during its designed life is very low. For example, if a refrigerator has a 2% chance of failure in a useful life of 10 years, we say that it is 98% reliable.) 1-9 What is Quality Project Quality Dimensions Performance Adherence Features quantiﬁable speciﬁcations Reliability to Conformance Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 10 What is Quality Project Quality Dimensions Tolerate stress or trauma without failing  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Durability Serviceability  Aesthetics  Perceived Quality  1 - 11 What is Quality Project Quality Dimensions A product is serviceable if it can be repaired easily and cheaply  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Durability Serviceability  Aesthetics  Perceived Quality  1 - 12 What is Quality Project Quality Dimensions Subjective characteristics such as taste, feel, sound, look.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Durability Serviceability  Aesthetics  Perceived Quality  1 - 13 What is Quality Project Quality Dimensions Quality as the customer perceives it…image, recognition, word of mouth.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Durability Serviceability  Aesthetics  Perceived Quality  1 - 14 What is Quality Service Quality Dimensions Tangibles  Service Reliability  Responsiveness  Assurance  Empathy  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 15 What is Quality Service Quality Dimensions Tangibles  Service Reliability  Responsiveness  Assurance  Empathy  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Physical appearance of the facility, equipment, personnel and communication equipments 1 - 16 What is Quality Service Quality Dimensions Tangibles ability of the  Service Reliability service provider to perform the  Responsiveness promised service  Assurance  Empathy Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. The 1 - 17 What is Quality Service Quality Dimensions The willingness of Tangibles  Service Reliability the provider to be helpful and prompt  Responsiveness in providing service  Assurance  Empathy  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 18 What is Quality Service Quality Dimensions Tangibles knowledge  Service Reliability and courtesy of the employees and their  Responsiveness ability to inspire  Assurance trust and conﬁdence  Empathy Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. The 1 - 19 What is Quality Service Quality Dimensions Tangibles Caring Service Reliability individualized attention from the  Responsiveness service company  Assurance  Empathy  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 20 What is Quality? Differing Functional Perspectives on Quality Functional Perspectives include: Engineering  Supply Chain  Operations  Strategic Management  Marketing  Financial  Human resource  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 21 What is Quality? Differing Functional Perspectives on Quality      Supply Chain Perspective: SCM grew out of the concept of value chain which include inbound logistics, core processes, and outbound logistics. Operations, logistics, and marketing are the primary participants in the supply chain. There are many important quality-related activities that are part of supply chain such as upstream activities and downstream activities. Upstream activities include all of those activities involving interaction with suppliers. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 22 What is Quality? Differing Functional Perspectives on Quality      Supplier qualiﬁcation involves evaluating supplier performance to determine whether or not they are worthy providers. Supplier ﬁlters are used such as ISO 9000. Acceptance sampling may be needed to determine whether supplier products meet requirements. Core process activities include traditional process improvement as well as value stream mapping. Six sigma is a procedure for implementing quality improvement analysis to reduce costs and improve product, service, and process design. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 23 What is Quality? Differing Functional Perspectives on Quality    Six Sigma black belts become supply chain quality consultants who can lead value-adding improvements. The steps in Six Sigma include deﬁne, measure, analyze, improve, and control (DMAIC)-related activities. Downstream activities include shipping and logistics, customer support, and focusing on delivery reliability. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 24 What is Quality? Differing Functional Perspectives on Quality Engineering Engineers are interested in applying mathematical problem-solving skills and modeling techniques One outgrowth of this approach is the ﬁeld of operations research. Two of the major emphases in engineering are the areas of product design and process design.     Product design engineering involves all those activities associated with developing a product from concept development to ﬁnal design and implementation. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 25 What is Quality? Differing Functional Perspectives on Quality Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 26        Whereas product and process design traditionally were considered separate and in most cases sequential activities, concurrent engineering has resulted in the simultaneous performance of these activities. The result of concurrent design has been improved quality and faster speed to market for new product. Engineers also applied statistical thinking to the problem of reliability; which is concerned with assessing and reducing the propensity of a product to fail. If a component has a relatively high probability for failure that will affect the overall function of a product, redundancy is applied so that a backup system can take over for the failed primary system. Another engineering-related contribution to quality management is the ﬁeld of SPC, which is concerned with monitoring process capability and process stability. Capability means that the process is consistently producing products that meet speciﬁcation Stability means that the process is exhibiting random or common cause of variation instead of special cause variation Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 27 What is Quality? Differing Functional Perspectives on Quality Operations Perspective    Like engineers, operations managers are concerned about product and process design. However, rather than focusing on only the technical aspects of these activities, operations concentrates on the management of these activities. Operations management (OM) uses the Systems View that underlies modern Quality management thinking 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  . Operations management has migrated toward a more strategic view. Ferdows and Demeyer linked this strategic view of OM to quality management by proposing a model in which quality was identiﬁed as the base on which lasting improvement in other competitive dimensions (dependability, speed of delivery of concept to market, and cost eﬃciency) were established. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 28 What is Quality? Differing Functional Perspectives on Quality This strategic view also has led to a better understanding of the relationship between quality and other competitive variables such as proﬁtability, cost leadership, and operational success.  Quality is a signiﬁcant variables for predicting a ﬁrm’s success.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 29 What is Quality? Differing Functional Perspectives on Quality Strategic Management For Quality Management to be pervasive in a ﬁrm it needed to be included in all of the ﬁrm’s business processes including strategic Planning  The ultimate goal of strategic quality planning is to aid an organization to achieve sustainable competitive advantage.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 30 What is Quality? Differing Functional Perspectives on Quality Financial Will quality pay us ﬁnancial beneﬁts? Implemented correctly, improved quality reduces waste and can lead to reduced cost and improved proﬁtability.  Deming: Quality Improvement is linked to reduction of defects and improved organizational performance  Juran: Quality related costs can result in lost sales because of a poor reputation for reliability Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 31 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 32 What is Quality? Differing Functional Perspectives on Quality  Human Resources  It is impossible to implement quality without the commitment and action of the employees Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 33 What is Quality? Differing Functional Perspectives on Quality  Marketing  More and more well-managed companies are basing sales commissions on perceptual measures of customer satisfaction rather than merely on volume of sales. Studies show that the value of the loyal customer is much greater than an individual transaction. Marketers focus on perceived quality or quality as the customer views it.   Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 34 What is Quality? What is Quality? The Three Spheres of Quality Quality Management Quality Assurance Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Quality Control 1 - 35 What is Quality?  ` Other Perspectives on Quality:  Value-Added Perspective on Quality  Cultural Perspective on Quality Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 36 What is Quality? Chapter 1 Review     ` There are different perspectives on quality There is disagreement on the deﬁnition of quality Quality control, quality assurance and quality management focus on different aspects of quality Quality improvement requires a complex mix of factors Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 37

Differing Perspectives on Quality

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