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  • QM 01

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    Smile House
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    The document discusses key topics in quality management including defining customers, quality, processes, and variation. It addresses who determines what quality means, the importance of focusing on customer satisfaction, and maintaining consistency by doing things the same way each time to avoid waste or going out of business. Quality is defined by the customer and processes involve multiple steps with inputs and outputs to deliver the final product or service. Variation refers to small differences from the intended output that can impact quality.

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    The document discusses key topics in quality management including defining customers, quality, processes, and variation. It addresses who determines what quality means, the importance of focusing on customer satisfaction, and maintaining consistency by doing things the same way each time to avoid waste or going out of business. Quality is defined by the customer and processes involve multiple steps with inputs and outputs to deliver the final product or service. Variation refers to small differences from the intended output that can impact quality.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    8 views7 pages

    QM 01

    Uploaded by

    Smile House
    The document discusses key topics in quality management including defining customers, quality, processes, and variation. It addresses who determines what quality means, the importance of focusing on customer satisfaction, and maintaining consistency by doing things the same way each time to avoid waste or going out of business. Quality is defined by the customer and processes involve multiple steps with inputs and outputs to deliver the final product or service. Variation refers to small differences from the intended output that can impact quality.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 7

    2/24/2013

    Quality Basics
    Quality Management

    Topics Who is a customer? What is quality? What is a process? What is variation?

    2/24/2013

    Who is a customer? External customer Internal customer Other.

    How to keep a customer happy? Communicate Be pro-active Partner with them Result: Keep them.

    2/24/2013

    What is Quality? Shirt Phone carrier Defined by customer.

    What is a process? Record order

    Send confirmation to client Credit approval Estimate cost Get approval Notify (production, etc.).

    Specifications, discounts, etc.

    2/24/2013

    Example of manufacturing sub processes

    Process view
    Inputs Process Outputs

    2/24/2013

    Quality: Doing it right Who decides whats right?


    Business? Customer? Regulators? Workers?

    Who should decide?

    Focusing on the customer If you dont satisfy the customer What do you expect from your suppliers? What do your customers want from you?
    Business-to-business (B2B) Business-to-consumer (B2C)

    2/24/2013

    Is consistency important?

    Do it the same way every time Either 100% right (no rework or waste) Or 100% wrong (out of business).

    Do customers depend on your output quality?

    What is variation? Little differences in output Difference from intention

    2/24/2013

    Quiz Explain the quality difference between Explain one process you go through at school Explain the dangers of variation in copying keys.
    Vietnamese clothes vs. Chinese clothes

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