1. MSCG 6206
Week 4
Lesson 1
Summary
© 2007 R. Balachandra

2. Quality Management
Dimensions of quality:
1. Performance
2. Features - appearance etc.
3. Reliability
4. Durability
5. Perceived quality
6. Service
© 2007 R. Balachandra

3. Quality Management
Two types of Quality :
1. Quality of Design
- Product design and development
2. Quality of Conformance
- Manufacturing and service providing
© 2007 R. Balachandra

4. House of Quality
HOWs
Correlation Matrix
Importance Ranking
HOWs Competitive
Potential Ways to achieve the Evaluation
WHATs
WHATs in technical terms
WHATs customer needs
Relationship between
HOWs and WHATs
Performance Goals
© 2007 R. Balachandra

5. House of Quality – Pizza Delivery
Ranking in Pizza review
Temp. at Departure
Importance Ranking
No. of pieces of each
Time (minutes)
Correct Orders
Percentage of
Competitive
topping
Evaluation
WHATs
1st Last
Pizza arrives quickly 1 x
WHATs customer needs
Pizza arrives hot 2 x
Direct
Relationship
Toppings are of sufficient quantity 3 x
Indirect
Relationship
Pizza tastes good 4 x
Pizza is consistent with order 5 x
<20 130
Performance Goals 100% Top 2 99%
Min. Deg.
Taken from Byron J. Finch, Operations now.com.
© 2007 R. Balachandra

6. Quality Management
CONTINUOUS IMPROVEMENT - THE DEMING WHEEL
PLAN IDENTIFY AND ANALYZE THE PROBLEM
DATA COLLECTION
PARETO ANALYSIS
FLOW CHARTS
CAUSE AND EFFECT DIAGRAMS
CONTROL CHARTS
DEVELOP IMPROVEMENTS
ACT
DOCUMENT CHANGES DO
IMPLEMENT IN REST OF
THE ORGANIZATION IMPLEMENT CHANGES
ON A SMALL SCALE
CHECK
EVALUATE NEW DATA
© 2007 R. Balachandra