Quality Management and Service Quality

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A guest lecture given to Information Technology post-graduate students at Qld University of Technology by Cory Banks

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Quality Management and Service Quality

  1. 1. Quality Management and Service Quality INN331: Management Issues for Information Cory Banks Practice Lead – Collaboration & Productivity cory.banks@glentworth.com | @corza 13/05/2014 INN331: Management Issues for Information 1
  2. 2. What does ‘quality’ look like? Write down an example of high quality Write down an example of poor quality 13/05/2014 INN331: Management Issues for Information 2
  3. 3. What is quality? A standard as measured against other things (Oxford English Dictionary) • Criteria • Standard A degree of excellence 13/05/2014 INN331: Management Issues for Information 3
  4. 4. Quality Management 13/05/2014 INN331: Management Issues for Information 4 Quality Assurance Quality Control Quality Management System
  5. 5. Quality Management System 13/05/2014 INN331: Management Issues for Information 5
  6. 6. Continuous Improvement 13/05/2014 INN331: Management Issues for Information 6 PLAN DO CHECK ACT Deming Cycle Six Sigma (DMAIC) Lean Manufacturing (5s)
  7. 7. Measuring Quality 13/05/2014 INN331: Management Issues for Information 7 Quantitative v Qualitative 6  Falls within six standard deviations (Efficient v Effective)
  8. 8. Why manage quality? Reduce Risk Improve Performance 13/05/2014 INN331: Management Issues for Information 8
  9. 9. What quality management doesn’t do? 13/05/2014 INN331: Management Issues for Information 9
  10. 10. The Future…. 13/05/2014 INN331: Management Issues for Information 10

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