Een samenvatting van les 1 en 3.
Waarin (les 1) de introductie wordt gegeven en meer informatie over quality management. En (les 3) er een samenvatting is over de define fase van het DMAIC model.
Types of quality
- Product quality → brands, Coca Cola, Apple, Samsung
o Tangible & normative
- Service quality → Banks, NS, Bol.com
o Objective related
▪ Speed
▪ Accuracy
▪ Efficiency
▪ Cost/Benefit
- Process quality → delivery performance, percentages
o Input – process - output
- Organization quality → ill days, budget, turnover annual
o The organization has a system (=people) to function
In an organization there are processes which result in a service or product → link all types of qualities
, The various definitions of quality
- Manufacturing-based → assumes quality is all about making or providing error-free products
or services
- User-based → assumes quality is all about providing products or services that are fit for their
purpose
- Product-based → views quality as a precise and measurable set of characteristics
- Value-based → defines quality in terms of ‘value’
Doesn’t matter which route, quality up means profit up ( in the end)
Industrialization (1840-1920) → Effect is low quality, higher volumes and no standards
- Increase of the quantities when producing products
- 1910-1915 start-up of US’ automobile industry
Gurus:
- Shewhart (1931) → The father of the modern quality control
o Based on statistics
- Deming (1949) → Plan, Do, Check, Act; Deming circle
- Juran (1951) → An eye on statistics and the role of management
- Maasaki Imai (1962) → Kaizen (change to become good)
o Go to Gemba (shop floor)
o Check gembutsu (way of working)
o Take necessary steps
o Find the cause
o Prevent recurrence & standardise!
- Crosby (1969) → Zero defects
o Maturity grid (5 stages in quality development)
o Role of management
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