Operations

Management
Managing Quality

PowerPoint presentation to accompany

Heizer/Render
Principles of Operations Management, 7e
Operations Management, 9e
© 2008 Prentice Hall, Inc. 6–1
 Managing Quality Provides a
Competitive Advantage
Arnold Palmer Hospital
 Deliver over 13,000 babies annually
 Virtually every type of quality tool is
employed
 Continuous improvement
 Employee empowerment
 Benchmarking
 Just-in-time
 Quality tools
© 2008 Prentice Hall, Inc. 6–2
 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

© 2008 Prentice Hall, Inc. 6–3

 Two Ways Quality
Improves Profitability
Sales Gains via
 Improved response
 Flexible pricing
 Improved reputation
Improved Increased
Quality Profits
Reduced Costs via
 Increased productivity
 Lower rework and scrap costs
 Lower warranty costs
Figure 6.1
© 2008 Prentice Hall, Inc. 6–4
 Defining Quality

The totality of features and

characteristics of a product or
service that bears on its ability to
satisfy stated or implied needs

American Society for Quality

© 2008 Prentice Hall, Inc. 6–5

 Different Views
 User-based – better performance,
more features
 Manufacturing-based –
conformance to standards,
making it right the first time
 Product-based – specific and
measurable attributes of the
product

© 2008 Prentice Hall, Inc. 6–6

 Implications of Quality
1. Company reputation
 Perception of new products
 Employment practices
 Supplier relations
2. Product liability
 Reduce risk
3. Global implications
 Improved ability to compete
© 2008 Prentice Hall, Inc. 6–7
 Key Dimensions of Quality

 Performance  Durability
 Features  Serviceability
 Reliability  Aesthetics
 Conformance  Perceived quality
 Value

© 2008 Prentice Hall, Inc. 6–8

 Costs of Quality
 Prevention costs - reducing the
potential for defects
 Appraisal costs - evaluating
products, parts, and services
 Internal failure - producing defective
parts or service before delivery
 External costs - defects discovered
after delivery
© 2008 Prentice Hall, Inc. 6–9
 Leaders in Quality

W. Edwards Deming 14 Points for

Management
Joseph M. Juran Top management
commitment,
fitness for use
Armand Feigenbaum Total Quality
Control
Philip B. Crosby Quality is Free,
zero defects
© 2008 Prentice Hall, Inc. 6 – 10
 TQM

Encompasses entire organization,

from supplier to customer
Stresses a commitment by
management to have a continuing,
companywide drive toward
excellence in all aspects of products
and services that are important to the
customer

© 2008 Prentice Hall, Inc. 6 – 11

 Deming’s Fourteen Points
1. Create consistency of purpose
2. Lead to promote change
3. Build quality into the product; stop
depending on inspection
4. Build long-term relationships based on
performance, not price
5. Continuously improve product, quality,
and service
6. Start training
7. Emphasize leadership
Table 6.1
© 2008 Prentice Hall, Inc. 6 – 12
 Deming’s Fourteen Points
8. Drive out fear
9. Break down barriers between
departments
10. Stop haranguing workers
11. Support, help, improve
12. Remove barriers to pride in work
13. Institute a vigorous program of
education and self-improvement
14. Put everybody in the company to work
on the transformation
Table 6.1
© 2008 Prentice Hall, Inc. 6 – 13
 Seven Concepts of TQM
 Continuous improvement
 Six Sigma
 Employee empowerment
 Benchmarking
 Just-in-time (JIT)
 Taguchi concepts
 Knowledge of TQM tools
© 2008 Prentice Hall, Inc. 6 – 14
 Shewhart’s PDCA Model

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

© 2008 Prentice Hall, Inc. 6 – 15

 Six Sigma
 Two meanings
 Statistical definition of a process that
is 99.9997% capable, 3.4 defects per
million opportunities (DPMO)
 A program designed to reduce
defects, lower costs, and improve
customer satisfaction

© 2008 Prentice Hall, Inc. 6 – 16

 Six Sigma
1. Define critical outputs
and identify gaps for DMAIC Approach
improvement
2. Measure the work and
collect process data
3. Analyze the data
4. Improve the process
5. Control the new process to
make sure new performance
is maintained
© 2008 Prentice Hall, Inc. 6 – 17
 Six Sigma Implementation
 Emphasize defects per million
opportunities as a standard metric
 Provide extensive training
 Focus on corporate sponsor support
(Champions)
 Create qualified process improvement
experts (Black Belts, Green Belts, etc.)
 Set stretch objectives
This cannot be accomplished without a major
commitment from top level management
© 2008 Prentice Hall, Inc. 6 – 18
 Quality Circles
 Group of employees who meet
regularly to solve problems
 Trained in planning, problem
solving, and statistical methods
 Often led by a facilitator
 Very effective when done
properly

© 2008 Prentice Hall, Inc. 6 – 19

 Benchmarking
Selecting best practices to use as a
standard for performance rnal
e i nt king
e
Us hmar ig
 Determine what to c re b
be n ’
benchmark o u
if y nough
e
 Form a benchmark team
 Identify benchmarking partners
 Collect and analyze benchmarking
information
 Take action to match or exceed the
benchmark
© 2008 Prentice Hall, Inc. 6 – 20
 Just-in-Time (JIT)
Relationship to quality:

 JIT cuts the cost of quality

 JIT improves quality
 Better quality means less
inventory and better, easier-to-
employ JIT system

© 2008 Prentice Hall, Inc. 6 – 21

 Taguchi Concepts
 Engineering and experimental
design methods to improve product
and process design
 Identify key component and process
variables affecting product variation
 Taguchi Concepts
 Quality robustness
 Quality loss function
 Target-oriented quality
© 2008 Prentice Hall, Inc. 6 – 22
 Tools of TQM
 Tools for Generating Ideas
Check sheets
Scatter diagrams
Cause-and-effect diagrams
 Tools to Organize the Data
Pareto charts
Flowcharts
 Tools for Identifying Problems
Histogram
Statistical process control chart
© 2008 Prentice Hall, Inc. 6 – 23
 Seven Tools of TQM
(a) Check Sheet: An organized method of
recording data

Hour
Defect 1 2 3 4 5 6 7 8
A /// / / / / /// /
B // / / / // ///
C / // // ////

Figure 6.6

© 2008 Prentice Hall, Inc. 6 – 24

 Seven Tools of TQM
(b) Scatter Diagram: A graph of the value
of one variable vs. another variable
Productivity

Absenteeism

Figure 6.6

© 2008 Prentice Hall, Inc. 6 – 25

 Seven Tools of TQM
(c) Cause-and-Effect Diagram: A tool that
identifies process elements (causes) that
might effect an outcome

Cause
Materials Methods
Effect

Manpower Machinery
Figure 6.6

© 2008 Prentice Hall, Inc. 6 – 26

 Seven Tools of TQM
(d) Pareto Chart: A graph to identify and plot
problems or defects in descending order of
frequency
Frequency

Percent
A B C D E
Figure 6.6

© 2008 Prentice Hall, Inc. 6 – 27

 Seven Tools of TQM
(e) Flowchart (Process Diagram): A chart that
describes the steps in a process

Figure 6.6

© 2008 Prentice Hall, Inc. 6 – 28

 Seven Tools of TQM
(f) Histogram: A distribution showing the
frequency of occurrences of a variable
Distribution
Frequency

Repair time (minutes)

Figure 6.6

© 2008 Prentice Hall, Inc. 6 – 29

 Seven Tools of TQM
(g) Statistical Process Control Chart: A chart with
time on the horizontal axis to plot values of a
statistic

Upper control limit

Target value

Lower control limit

Time
Figure 6.6

© 2008 Prentice Hall, Inc. 6 – 30

 Cause-and-Effect Diagrams
Material Method
(ball) (shooting process)
Grain/Feel Aiming point
(grip)
Size of ball
Air pressure Bend knees
Hand position
Balance
Lopsidedness
Follow-through
Missed
Training
free-throws
Rim size

Conditioning Motivation Rim height

Consistency Rim alignment Backboard

stability
Concentration

Machine
Manpower
(hoop & Figure 6.7
(shooter)
backboard)
© 2008 Prentice Hall, Inc. 6 – 31
 TQM In Services
 Service quality is more difficult to
measure than the quality of goods
 Service quality perceptions depend
on
 Intangible differences between
products
 Intangible expectations customers
have of those products

© 2008 Prentice Hall, Inc. 6 – 32

 Service Quality
The Operations Manager must
recognize:
1. The tangible component of
services is important
2. The service process is important
3. The service is judged against the
customer’s expectations
4. Exceptions will occur

© 2008 Prentice Hall, Inc. 6 – 33

 Service
Specifications
at UPS

© 2008 Prentice Hall, Inc. 6 – 34

 Determinants of Service
Quality
 Reliability  Credibility
 Responsiveness  Security
 Competence  Understanding/
 Access knowing the
customer
 Courtesy
 Tangibles
 Communication

© 2008 Prentice Hall, Inc. 6 – 35

 Service Recovery Strategy
 Managers should have a plan for
when services fail
 Marriott’s LEARN routine
 Listen
 Empathize
 Apologize
 React
 Notify

© 2008 Prentice Hall, Inc. 6 – 36