OPERATIONS MANAGEMENT

Unit 3: Quality Management

[This Nation, 2018]

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Lecture Outline

What is Quality Quality in Six Sigma,

Quality? Tools Services ISO

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Customer’s Perspective of Quality

Supplier Manufacturer Warehouse Consumer

Distributors
Retailers

Quality: The needs Fitness for Use: Is Quality of Design:

of the consumer, how well the product involves designing
present and future. or service does what quality characteristics
it is supposed to. into a product or
service.

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Dimensions of Quality for Manufactured Products

1. Performance: The basic operating characteristics of a product

2. Features: The ‘extra’ items added to the basic features
3. Reliability: The probability that a product will operate properly within an
expected time frame
4. Conformance: The degree to which a product meets preestablished
standards.
5. Durability: How long the product lasts; its life span before replacement.
6. Serviceability: The ease of getting repairs, the speed of repairs, and the
courtesy and competence of the repair person.
7. Aesthetics: How a product looks, feels, sounds, smells, or tastes.
8. Safety: Assurance that the customer will not suffer injury or harm from a
product
9. Other perceptions: Subjective perceptions based on brand name,
advertising, and the like.

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Dimensions of Quality for Services

1. Time and Timeliness: How long must a customer wait for service, and is it
completed on time?
2. Completeness: Is everything the customer asked for provided?
3. Courtesy: How are customers treated by employees?
4. Consistency: Is the same level of service provided to each customer each
time?
5. Accessibility and convenience: How easy is it to obtain the service?
6. Accuracy: Is the service performed right every time?
7. Responsiveness: How well does the company react to unusual situations,
which can happen frequently in a service company?

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Producer’s Perspective of Quality

Quality of Conformance: Is Group Activity 2

making sure the product or service Work in group of 5-6 students,
is produced according to design. discuss the case study of L. L.
Bean Inc. (page 56) and
Achieving quality of conformance
answer these questions:
involves design, materials and
equipment, training, supervision, 1. What happened in this case?

and control. 2. How did the company face

the problem?
3. What did you learn from the
L. L. Bean opinion?

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A Comprehensive Perspective of Quality

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