Professional Documents
Culture Documents
3.2. Managing Quality
3.2. Managing Quality
Management
Chapter 6 –
Managing Quality
PowerPoint presentation to accompany
Heizer/Render
Principles of Operations Management, 6e
Operations Management, 8e
© 2006
© 2006 Prentice
Prentice Hall, Inc. Hall, Inc. 6–1
Quality and Strategy
Managing quality supports
differentiation, low cost, and
response strategies
Quality helps firms increase sales
and reduce costs
Building a quality organization is a
demanding task
Quality Principles
Customer focus, Continuous improvement, Benchmarking,
Just-in-time, Tools of TQM
Yields: How to do what is important and to be
accomplished
Employee Fulfillment
Empowerment, Organizational commitment
Yields: Employee attitudes that can accomplish
what is important
Customer Satisfaction
Winning orders, Repeat customers
Yields: An effective organization with
Figure 6.2 a competitive advantage
Performance Durability
Features Serviceability
Reliability Aesthetics
Conformance Perceived quality
Value
Internal Failure
Prevention
Appraisal
Quality Improvement
Represents continual
improvement of all processes
Involves all operations and work
centers including suppliers and
customers
People, Equipment, Materials,
Procedures
1.Plan
4. Act Identify the
Implement improvement
the plan and make
a plan
3. Check 2. Do
Is the plan Test the
working? plan
Figure 6.3
Work in process
inventory level
(hides problems)
Unreliable Capacity
Vendors Scrap
Imbalances
Unreliable Capacity
Vendors Scrap
Imbalances
Hour
Defect 1 2 3 4 5 6 7 8
A /// / / / / /// /
B // / / / // ///
C / // // ////
Figure 6.5
Absenteeism
Figure 6.5
Cause
Materials Methods
Effect
Manpower Machinery
Figure 6.5
Percent
A B C D E
Figure 6.5
Figure 6.5
Target value
Time
Figure 6.5
clean pillows
Machinery
Insufficient
& blankets
Material
not available
on-board
equipment
Deicing
Inadequate
Mechanical delay
supply of
magazines on plane
Inadequate special Broken luggage
meals on-board carousel
Dissatisfied
Airline
Overbooking policies Understaffed Customer
crew
Bumping policies Understaffed
Poorly trained
Poor check-in
ticket counters
attendants
policies
Mistagged
bags
Methods Manpower
Figure 6.6
Cumulative percent
– 72
50 –
40 –
Number of
30 –
occurrences
20 –
12
10 –
4 3 2
0 –
Room svc Check-in Pool hours Minibar Misc.
72% 16% 5% 4% 3%
Causes and percent
0% | | | | | | | | |
Lower control limit
1 2 3 4 5 6 7 8 9
Game number
Figure 6.7
Table 6.4
Table 6.4
Table 6.4
Table 6.4
Table 6.4
Figure 5.8