22/02/2019

GSOE9810 Week 1
Erik van Voorthuysen / Ron Chan

Never Stand Still Faculty of Engineering Mechanical & Manufacturing Engineering

UNSW Moodle
1. Get familiar with Moodle http://moodle.telt.unsw.edu.au/
2. Keep an eye on the Announcement page.
3. Review the course outline.
4. Note down all the assessments and the minimum PASS
(PS) requirement.
5. Note down the due date/time for each assessment.
6. Be proactive.
7. PLAGIARISM matters!

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Chapter 1 – Differing Perspectives on Quality

• Chapter Overview
– What is Quality?
– Differing Functional Perspectives on Quality
– The Three Spheres of Quality
– Other Perspectives on Quality
– Arriving at a Common Perspective

Managing Quality Integrating the Supply Chain S. Thomas Foster

What is Quality? – Product Quality Dimensions

Functionality Ability of the product to satisfy customer requirements and intended purpose

Performance Efficiency with which a product achieves its intended purpose.

Features Attributes that supplement the product’s basic performance.

Reliability Perform consistently over the product’s useful life.

Conformance Adherence to quantifiable specifications.

Durability Tolerate stress or trauma without failing.

Serviceability A product is serviceable if it can be repaired easily and cheaply.

Aesthetics Subjective characteristics such as taste, feel, sound, look.

Perceived Quality Quality as the customer perceives it…image, recognition, word of mouth.
Managing Quality Integrating the Supply Chain S. Thomas Foster

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What is Quality? – Service Quality Dimensions

Tangibles Physical appearance of the facility, equipment,

personnel and compunctions equipment.
Service The ability of the service provider to perform the
Reliability promised service.

Responsiveness The willingness of the provider to be helpful and

prompt in providing service.

Assurance The knowledge and courtesy of the employees

and their ability to inspire trust and confidence.

Empathy Caring individualized attention from the service

company.
Managing Quality Integrating the Supply Chain S. Thomas Foster

What is Quality?

Why does it matter that different definitions of

quality exist?

Managing Quality Integrating the Supply Chain S. Thomas Foster

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What is Quality? – Differing Functional

Perspectives on Quality
Functional Perspectives include:
• Engineering
• Supply Chain
• Operations
• Strategic Management
• Marketing
• Financial
• Human resource
Managing Quality Integrating the Supply Chain S. Thomas Foster

What is Quality? – Differing Functional

Perspectives on Quality
Engineering
• Applying mathematical problem-solving skills
and modelling techniques
– Operations Research
– Product Design Engineering
– Concurrent Engineering

Managing Quality Integrating the Supply Chain S. Thomas Foster

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What is Quality? – Differing Functional

Perspectives on Quality
• Operations Perspective
– Uses the Systems View that underlies modern
Quality management thinking.

Managing Quality Integrating the Supply Chain S. Thomas Foster

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.

Managing Quality Integrating the Supply Chain S. Thomas Foster

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What is Quality? – Differing Functional

Perspectives on Quality
• Financial
– 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.

Managing Quality Integrating the Supply Chain S. Thomas Foster

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What is Quality? – Differing Functional

Perspectives on Quality
• Human Resources
– It is impossible to implement quality without the
commitment and action of the employees.

Managing Quality Integrating the Supply Chain S. Thomas Foster

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What is Quality? – Differing Functional

Perspectives on Quality
• Marketing
– Marketers focus on perceived quality or quality as
the customer views it.

Managing Quality Integrating the Supply Chain S. Thomas Foster

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What is Quality?
What is Quality?
The Three Spheres of Quality

Managing Quality Integrating the Supply Chain S. Thomas Foster

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What is Quality?
• Other Perspectives on Quality:
– Value-Added Perspective on Quality
– Cultural Perspective on Quality

Managing Quality Integrating the Supply Chain S. Thomas Foster

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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.

Managing Quality Integrating the Supply Chain S. Thomas Foster

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Issue Analysis
• What is the aim?
– Improved return, competitiveness
– Reduced risk
• Identify what needs to be “managed”
– Product quality
– Reliability
– Supply chain characteristics (e.g. JIT, service)
• Invest & allocate resources
• Need to prioritise Source: McK&Co

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Issue Analysis
• Data
– Observe
– Measure
– Experiment (design)
• Hypothesis
– Formulate hypotheses
– Test hypothesis (predict future values)
– Modify hypothesis

Source: McK&Co

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Issue Analysis
• Data
– Observe
– Measure
– Experiment (design)
• Hypothesis
– Formulate hypotheses
– Test hypothesis (predict future values)
– Modify hypothesis

Source: McK&Co

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Data – (fact) based Decision Making

Source: McK&Co

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Issue Analysis
• Defines the scope of the (quality) issue
(problem)
• Breaks a large problem into smaller pieces
• Generates multiple possible solutions
(Hypotheses)
• Suggests a path to resolving the issue
(problem)
• Indicates a sequence and priority for
solving multiple issues
• Comprehensive and still efficient Source: McK&Co

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“Factor” Tree + Process Flow Analysis

Source: McK&Co

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Issue Analysis Framework

Source: McK&Co

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Issue Analysis is Part of a Structured

Analytical Problem Solving Process

Source: McK&Co

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