100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
Managing and improving quality summary $9.72   Add to cart

Summary

Managing and improving quality summary

 11 views  1 purchase
  • Course
  • Institution

Summary of all study material for Managing and Improving Quality on the VU.

Preview 4 out of 51  pages

  • May 27, 2024
  • 51
  • 2023/2024
  • Summary
avatar-seller
Managing and Improving Quality
WEEK 1
A successful business delivers value:
- for customers: beneficial product or survice
- for employees: respect, training and meaningful work
- for investors: high returns
- for society: no environmental impact or social harm

“A complaint is a gift, most customers just do not return.”

Quality History
- Age of Craftsmanship: direct contact with customers, informal approach to quality
- Industrial revolution: larger volumes, no direct contact with customer
- Taylor: Principles of Scientific Management: planning and execution separated, job
segmentation, focus on efficiency
- Henry Ford: total quality practices
- After WO2: organizational approach to quality
- Japanese products have higher quality levels

What is Quality:
- Excellence
- judgement is different for everyone, abstract, can’t be defined or measured
- Value
- combination of what you get from a product relative to what you paid for it,
subjective; depends on consumer preference for value
- Conformance to specifications
- objective, but can more easily be measured
- Meeting customer expectations
- quality lies in the eye of the beholder, objective
- Product-based
- the presence of attributes in a product or service

Eight Dimensions of Product Quality (Garvin)
• Performance: primary operating characteristics of a product
• Features: secondary characteristics
• Reliability: the probability of a product’s failing
• Conformance: degree to which product’s design and operating characteristics match
pre-established standards
• Durability: the lifetime of the product
• Serviceability: the ease of maintenance and repair
• Aesthetics: how a product looks, feels, smells, sounds, and tastes
• Perceived quality: reputation of product in marketplace

, - Service Quality gap: gap between expected and perceived service
- Knowledge gap: management perceptions of customer expectations vs word-of-mouth
communications
- Communications gap: gap between service delivery and external communications
- Delivery gap: gap between service delivery and translations of perceptions into service
quality specifications
- Standards gap: gap between management perceptions of consumer expectations and
translations of perceptions into service quality specifications

Ten Quality Dimensions in Service (SERVQUAL)
- Reliability: ability to perform promised service accurately
- Responsiveness: willingness to help customers
- Competence/Skill: personnel has the necessary knowledge and skills
- Accessibility: simple and effective access to the organization
- Courtesy/Friendliness: treat customers politely and with respect
- Communication: keep customers informed, listening, clear language
- Credibility: confidence and honesty as radiated by the organization and its personnel
- Safety/Security: free of danger, risk or doubt
- Understanding the Customer: investigate customer needs
- Tangibles: Items that are part of the service

Refinement of ten dimensions:

,Product Quality in Design
- Primary customer values:
- Performability
- Affordability
- Feutureability - will it provide added benefits?
- Deliverability - will it be ready when I want it?
- Usability
- Maintainability
- Durability
- Imageability - Will it convey an image of quality and prestige?
- Primary Company Values
- Profitability
- Investability
- Riskability
- Produceability
- Marketability
- Growability - Does it offer market expansion?
- Leverageability
- Respectability - Will it strengthen our reputation?

Seven worst design solutions:
- Complex
- Precise
- Variable
- Sensitive
- Immature
- Dangerous
- Skill intensive

Conclusion of what is quality:
- focus on the customer
- balance between costs and benefits

Total Quality Management:
- Juran:
- Voice of Customer: spoken and unspoken needs of customer
- Internal customer: each person in the supply chain is a supplier but also a
customer
- Costs of quality:
- Failure cost: rework, warranty
- Appraisal cost: inspections
- Prevention cost: training, process improvement
- Planning - control - improvement

, - Edward Deming
- Father of TQM
- Made Plan, Do, Check, Act-wheel
- 14 points for TQM

Deming’s 14 points for TQM:
1. Create constancy of purpose for improving products and services.
2. Adopt the new philosophy.
3. Cease dependence on inspection to achieve quality.
4. End the practice of awarding business on price alone; instead, minimize total cost by working
with a single supplier.
5. Improve constantly and forever every process for planning, production and service.
6. Institute training on the job.
7. Adopt and institute leadership.
8. Drive out fear.
9. Break down barriers between staff areas.
10. Eliminate slogans, exhortations and targets for the workforce.
11. Eliminate numerical quotas for the workforce and numerical goals for management.
12. Remove barriers that rob people of pride of workmanship and eliminate the annual rating or
merit system.
13. Institute a vigorous program of education and self-improvement for everyone.
14. Put everybody in the company to work accomplishing the transformation

Modern Quality Management Principles




Understanding Customer Needs:
Kano-Model
- Basic – Dissatisfiers (Expected Quality) - MUSTs
- Performance – Satisfiers (Normal Quality) - WANTs
- Excitement – Delighters – WOWs – Latent requirements
- Indifferent

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

Guaranteed quality through customer reviews

Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.

Quick and easy check-out

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

Focus on what matters

Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!

Frequently asked questions

What do I get when I buy this document?

You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.

Satisfaction guarantee: how does it work?

Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.

Who am I buying these notes from?

Stuvia is a marketplace, so you are not buying this document from us, but from seller merelgeense. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for $9.72. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

67474 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
$9.72  1x  sold
  • (0)
  Add to cart