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    Operations Management and TQM

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    Michelle
    This document discusses key aspects of quality management including: 1. The evolution of quality management from statistical process control in the 1920s to total quality management in the 1950s and zero defects approach in the 1960s. 2. Important quality gurus like Deming, Juran, Feignbaum, Crosby, Ishikawa and Taguchi and their contributions to quality management. 3. The difference between a quality assurance approach focused on finding and fixing defects versus a strategic quality approach aimed at prevention and customer satisfaction. 4. Dimensions of quality for both products and services including performance, aesthetics, features, conformance, reliability and more.

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    Operations Management and TQM

    Uploaded by

    Michelle
    236 views3 pages
    This document discusses key aspects of quality management including: 1. The evolution of quality management from statistical process control in the 1920s to total quality management in the 1950s and zero defects approach in the 1960s. 2. Important quality gurus like Deming, Juran, Feignbaum, Crosby, Ishikawa and Taguchi and their contributions to quality management. 3. The difference between a quality assurance approach focused on finding and fixing defects versus a strategic quality approach aimed at prevention and customer satisfaction. 4. Dimensions of quality for both products and services including performance, aesthetics, features, conformance, reliability and more.

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    Operations Management and Tqm

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    This document discusses key aspects of quality management including: 1. The evolution of quality management from statistical process control in the 1920s to total quality management in the 1950s and zero defects approach in the 1960s. 2. Important quality gurus like Deming, Juran, Feignbaum, Crosby, Ishikawa and Taguchi and their contributions to quality management. 3. The difference between a quality assurance approach focused on finding and fixing defects versus a strategic quality approach aimed at prevention and customer satisfaction. 4. Dimensions of quality for both products and services including performance, aesthetics, features, conformance, reliability and more.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    236 views3 pages

    Operations Management and TQM

    Uploaded by

    Michelle
    This document discusses key aspects of quality management including: 1. The evolution of quality management from statistical process control in the 1920s to total quality management in the 1950s and zero defects approach in the 1960s. 2. Important quality gurus like Deming, Juran, Feignbaum, Crosby, Ishikawa and Taguchi and their contributions to quality management. 3. The difference between a quality assurance approach focused on finding and fixing defects versus a strategic quality approach aimed at prevention and customer satisfaction. 4. Dimensions of quality for both products and services including performance, aesthetics, features, conformance, reliability and more.

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    © All Rights Reserved
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    Download as docx, pdf, or txt
    of 3

    OPERATIONS MANAGEMENT AND TQM  Armand Feignbaum

     Philip B. Crosby
    Quality Management  Kaoru Ishikawa
    What does the term quality mean?  Genichi Taguchi
     Quality is the ability of a product or service to consistently meet or exceed
    customer expectations. Key Contributors to Quality Management
    Contributor Known for
    Evolution of Quality Management Deming 14 points; special & common causes of
    variation
     1924 - Statistical process control charts
    Juran Quality is fitness for use; quality trilogy
     1930 - Tables for acceptance sampling
    Feignbaum Quality is a total field
     1940’s - Statistical sampling techniques
    Crosby Quality is free; zero defects
     1950’s - Quality assurance/TQC
    Ishikawa Cause - and effect diagram s; quality
     1960’s - Zero defects circles

     1970’s - Quality assurance in services Taguchi Taguchi loss function

    Quality Assurance vs. Strategic Approach


    Quality

     Quality Assurance
     Emphasis on finding and correcting defects before reaching market
     Strategic Approach
    Dimensions of Quality
     Proactive, focusing on preventing mistakes from occurring
     Performance - main characteristics of the product/service
     Greater emphasis on customer satisfaction
     Aesthetics - appearance, feel, smell, taste
     Special Features - extra characteristics
    The Quality Gurus
     Conformance - how well product/service conforms to customer’s
     Walter Shewhart
    expectations
    o “Father of statistical quality control”
     Reliability - consistency of performance
     W. Edwards Deming
     Joseph M. Juran
     Durability - useful life of the product/service
     Perceived Quality - indirect evaluation of quality (e.g. reputation)  Courtesy
     Serviceability - service after sale
    Examples of Service Quality
    Examples of Quality Dimensions
    Dimension (Product) (Service)
    Automobile Auto Repair
    1. Performance Everything works, fit & All work done, at agreed
    finish price
    Ride, handling, grade of Friendliness, courtesy,
    materials used Competency, quickness
    2. Aesthetics Interior design, soft touch Clean work/waiting area

    3. Special features Gauge/control placement Location, call when ready


    Cellular phone, CD Computer diagnostics
    player
    Dimension (Product) (Service)
    Automobile Auto Repair
    5. Reliability Infrequency of breakdowns Work done correctly,
    ready when promised

    6. Durability Useful life in miles, resistance Work holds up over Determinants of Quality
    to rust & corrosion time
     Quality of design
    7. Perceived Top-rated car Award-winning service  Intension of designers to include or exclude features in a product or
    quality department
    service
    8. Serviceability Handling of complaints and/or Handling of complaints
    requests for information  Quality of conformance
     The degree to which goods or services conform to the intent of the
    Service Quality designers
     Tangibles
     Convenience
     Reliability
     Responsiveness The Consequences of Poor Quality
     Time  Loss of business
     Assurance  Liability
     Productivity
     Costs

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