Professional Documents
Culture Documents
TQM Slides
TQM Slides
1-1
Course Contents
Week 1
Week 2
Week 3
Global Supply chain quality and international quality standards: ISO 9000
Week 4
Week 5
Week 6
Week 7
Statistical Tools
Week 8
Quality and Innovation in Product and Process Design QFD and Standard
Week 9
Mid-Term
Week 10
Week 11
Week 12
Implementing Quality
Week 13 & 14
Week 15 & 16
Value Engineering
Week 17
Final Term*
Grading Policy
Announced/Surprise Quizzes 10%
Assignment 10%
Project 15%
Class Participation 5%
Mid Term Exam 20%
Final Exam 40%
1-3
Introduction to Quality
and Differing
Perspectives on
Quality
1-4
1-5
What is Quality?
Garvins Product Quality Dimensions
Performance
Durability
Features
Serviceability
Reliability
Aesthetics
Conformance
Perceived Quality
1-6
What is Quality?
Garvins Product Quality Dimensions
Performance
Feature
Reliability
Conformance
Efficiency
with
which a product
achieves its
intended purpose
(
1-7
What is Quality
Garvins Product Quality Dimensions
Performance
Features
Reliability
Conformance
Attributes that
supplement the
products basic
performance
1-8
What is Quality
Garvins Product Quality Dimensions
Performance
Products
Features
propensity to
perform consistently
over the products
useful life.
Reliability
Conformance
1-9
What is Quality
Adherence
Features
quantifiable
specifications
Reliability
to
Conformance
1 - 10
What is Quality
Garvins Product Quality Dimensions
Ability to tolerate
stress without failing
Durability
Serviceability
Aesthetics
Perceived Quality
1 - 11
What is Quality
Garvins Product Quality Dimensions
Durability
Serviceability
Aesthetics
Perceived Quality
1 - 12
What is Quality
Garvins Product Quality Dimensions
Degree to which
product attributes
are matched to
consumer
preferences
Durability
Serviceability
Aesthetics
Perceived Quality
1 - 13
What is Quality
Garvins Product Quality Dimensions
Quality as the
customer perceives
itimage,
recognition, word of
mouth.
Durability
Serviceability
Aesthetics
Perceived Quality
1 - 14
What is Quality
PZ&Bs (Parasuraman Zeithamel, and Berry) Service Quality
Dimensions
Tangibles
Service Reliability
Responsiveness
Assurance
Empathy
1 - 15
What is Quality
PZ&Bs Service Quality Dimensions
Tangibles
Physical
1 - 16
What is Quality
PZ&Bs Service Quality Dimensions
Tangibles
The
ability of the
Service Reliability service provider to
perform the
Responsiveness
promised service
Assurance
dependably and
Empathy
accurately
1 - 17
What is Quality
PZ&Bs Service Quality Dimensions
Tangibles
Empathy
The
willingness of
Service Reliability the provider to be
helpful and prompt
Responsiveness
in providing service
Assurance
1 - 18
What is Quality
PZ&Bs Service Quality Dimensions
Tangibles
The
knowledge
Service Reliability and courtesy of the
employees and their
Responsiveness
ability to inspire trust
Assurance
and confidence
Empathy
1 - 19
What is Quality
PZ&Bs Service Quality Dimensions
Tangibles
Caring
Empathy
1 - 20
What is Quality?
Why does it matter that different definitions of
quality exist?
1 - 21
What is Quality?
Differing Functional Perspectives on Quality
Functional Perspectives on quality include:
1 - 22
What is Quality?
Differing Functional Perspectives on Quality
Supply Chain Management
Upstream activities
Core processes
Downstream activities
1 - 23
What is Quality?
Differing Functional Perspectives on Quality
Engineering
Product Design
Process Design
1 - 24
What is Quality?
Differing Functional Perspectives on Quality
Operations Management
Statistical Process
Control (SPC)
1 - 25
What is Quality?
Differing Functional Perspectives on Quality
Operations
Management
Uses the
systems view that
underlies modern
quality
management
thinking
1 - 26
What is Quality?
Differing Functional Perspectives on Quality
Strategic Management
What is Quality?
Differing Functional Perspectives on Quality
Marketing
Focuses on perceived
quality of goods and
services
The primary marketing tools
for influencing customers
perception of quality are
price and advertising
The customer is the focus of
marketing-related quality
improvement
Marketing System
1 - 28
What is Quality?
Differing Functional Perspectives on Quality
Financial
1 - 29
What is Quality?
Differing Functional Perspectives on Quality
Financial
1 - 30
What is Quality?
Differing Functional Perspectives on Quality
Human Resources
Employee empowerment
Organizational design
Job analysis
Quality management flourishes where the workers
and companys needs are closely aligned
1 - 31
What is Quality?
What is Quality?
1 - 32
Quality Control
1 - 33
Quality Assurance
1 - 34
Quality Management
1 - 35
What is Quality?
1 - 36