Week 4:
Quality Management
OPERATIONS MANAGEMENT
1
Outline
Quality definition
Dimension of quality in product and services
Quality assurance
Quality leaders
Cost of quality
Total quality management and tools
Definition of Quality
Quality is a predictable degree of uniformity and dependability, at low cost and suitable to the market (Deming)
Quality is fitness for use (Juran)
Quality is the conformance to requirements (Crosby)
Quality is the (minimum) loss imparted by a product to
society from the time the product is shipped. (Taguchi)
Why Quality
4
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
4
Ethics and Quality Management
5
Operations managers must deliver healthy, safe, quality products and services
Poor quality risks injuries, lawsuits, recalls, and regulation
Organizations are judged by how they respond to problems
5
Dimensions of Quality for Manufacturing Product
Performance: Product’s primary operating characteristics
Features: Secondary characteristics that supplement the products basic functioning
Reliability: The probability of a product’s surviving over a specified period of time under stated conditions of use
Durability: The amount of use one gets from a product before it physically deteriorates or until replacement is preferable.
Serviceability: The ability to repair a product quickly and easily
Aesthetics: How a product looks, feels, tastes, or smells
Service Quality Attributes
Timeliness: Will a service be performed when promised?
Completeness: Are all items in an order included?
Courtesy: Do front-line employees greet each customer cheerfully and politely.
Consistency: Are services delivered in the same fashion for every customer and every time for the same customers.
Accessibility and convenience: Is the service easy to obtain?
Accuracy: Are the services performed right the first time?
Responsiveness: Can the service personnel response quickly and resolve unexpected problem?
Quality Control
All those operational techniques and activities that are used to fulfill requirements for quality.
The objectives are:
(i) To ensure true expression/correct translation of stated and implied needs of the customers.
(ii) To monitor the process for realization of the product at various stages of its operations and eliminating causes of unsatisfactory performance at all stages of quality loop in order to achieve economic effectiveness.
(iii) Inspection of the product/service package to determine conformance to customer needs.
Quality Assurance
All the planned and systematic activities implemented within the organization for quality management, to provide adequate confidence that a product or service will satisfy given requirements for quality (ISO - International Organization for Standardization).
Quality assurance is a preventive activity an.
"Trans Failsafe Prog" on your BMW X5 indicates potential transmission issues requiring immediate action. This safety feature activates in response to abnormalities like low fluid levels, leaks, faulty sensors, electrical or mechanical failures, and overheating.
Week 4:
Quality Management
OPERATIONS MANAGEMENT
1
Outline
Quality definition
Dimension of quality in product and services
Quality assurance
Quality leaders
Cost of quality
Total quality management and tools
Definition of Quality
Quality is a predictable degree of uniformity and dependability, at low cost and suitable to the market (Deming)
Quality is fitness for use (Juran)
Quality is the conformance to requirements (Crosby)
Quality is the (minimum) loss imparted by a product to
society from the time the product is shipped. (Taguchi)
Why Quality
4
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
4
Ethics and Quality Management
5
Operations managers must deliver healthy, safe, quality products and services
Poor quality risks injuries, lawsuits, recalls, and regulation
Organizations are judged by how they respond to problems
5
Dimensions of Quality for Manufacturing Product
Performance: Product’s primary operating characteristics
Features: Secondary characteristics that supplement the products basic functioning
Reliability: The probability of a product’s surviving over a specified period of time under stated conditions of use
Durability: The amount of use one gets from a product before it physically deteriorates or until replacement is preferable.
Serviceability: The ability to repair a product quickly and easily
Aesthetics: How a product looks, feels, tastes, or smells
Service Quality Attributes
Timeliness: Will a service be performed when promised?
Completeness: Are all items in an order included?
Courtesy: Do front-line employees greet each customer cheerfully and politely.
Consistency: Are services delivered in the same fashion for every customer and every time for the same customers.
Accessibility and convenience: Is the service easy to obtain?
Accuracy: Are the services performed right the first time?
Responsiveness: Can the service personnel response quickly and resolve unexpected problem?
Quality Control
All those operational techniques and activities that are used to fulfill requirements for quality.
The objectives are:
(i) To ensure true expression/correct translation of stated and implied needs of the customers.
(ii) To monitor the process for realization of the product at various stages of its operations and eliminating causes of unsatisfactory performance at all stages of quality loop in order to achieve economic effectiveness.
(iii) Inspection of the product/service package to determine conformance to customer needs.
Quality Assurance
All the planned and systematic activities implemented within the organization for quality management, to provide adequate confidence that a product or service will satisfy given requirements for quality (ISO - International Organization for Standardization).
Quality assurance is a preventive activity an.
"Trans Failsafe Prog" on your BMW X5 indicates potential transmission issues requiring immediate action. This safety feature activates in response to abnormalities like low fluid levels, leaks, faulty sensors, electrical or mechanical failures, and overheating.
Things to remember while upgrading the brakes of your carjennifermiller8137
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5 Warning Signs Your BMW's Intelligent Battery Sensor Needs AttentionBertini's German Motors
IBS monitors and manages your BMW’s battery performance. If it malfunctions, you will have to deal with an array of electrical issues in your vehicle. Recognize warning signs like dimming headlights, frequent battery replacements, and electrical malfunctions to address potential IBS issues promptly.
In this presentation, we have discussed a very important feature of BMW X5 cars… the Comfort Access. Things that can significantly limit its functionality. And things that you can try to restore the functionality of such a convenient feature of your vehicle.
Core technology of Hyundai Motor Group's EV platform 'E-GMP'Hyundai Motor Group
What’s the force behind Hyundai Motor Group's EV performance and quality?
Maximized driving performance and quick charging time through high-density battery pack and fast charging technology and applicable to various vehicle types!
Discover more about Hyundai Motor Group’s EV platform ‘E-GMP’!
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Comprehensive program for Agricultural Finance, the Automotive Sector, and Empowerment . We will define the full scope and provide a detailed two-week plan for identifying strategic partners in each area within Limpopo, including target areas.:
1. Agricultural : Supporting Primary and Secondary Agriculture
• Scope: Provide support solutions to enhance agricultural productivity and sustainability.
• Target Areas: Polokwane, Tzaneen, Thohoyandou, Makhado, and Giyani.
2. Automotive Sector: Partnerships with Mechanics and Panel Beater Shops
• Scope: Develop collaborations with automotive service providers to improve service quality and business operations.
• Target Areas: Polokwane, Lephalale, Mokopane, Phalaborwa, and Bela-Bela.
3. Empowerment : Focusing on Women Empowerment
• Scope: Provide business support support and training to women-owned businesses, promoting economic inclusion.
• Target Areas: Polokwane, Thohoyandou, Musina, Burgersfort, and Louis Trichardt.
We will also prioritize Industrial Economic Zone areas and their priorities.
Sign up on https://profilesmes.online/welcome/
To be eligible:
1. You must have a registered business and operate in Limpopo
2. Generate revenue
3. Sectors : Agriculture ( primary and secondary) and Automative
Women and Youth are encouraged to apply even if you don't fall in those sectors.
𝘼𝙣𝙩𝙞𝙦𝙪𝙚 𝙋𝙡𝙖𝙨𝙩𝙞𝙘 𝙏𝙧𝙖𝙙𝙚𝙧𝙨 𝙞𝙨 𝙫𝙚𝙧𝙮 𝙛𝙖𝙢𝙤𝙪𝙨 𝙛𝙤𝙧 𝙢𝙖𝙣𝙪𝙛𝙖𝙘𝙩𝙪𝙧𝙞𝙣𝙜 𝙩𝙝𝙚𝙞𝙧 𝙥𝙧𝙤𝙙𝙪𝙘𝙩𝙨. 𝙒𝙚 𝙝𝙖𝙫𝙚 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙥𝙡𝙖𝙨𝙩𝙞𝙘 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙪𝙨𝙚𝙙 𝙞𝙣 𝙖𝙪𝙩𝙤𝙢𝙤𝙩𝙞𝙫𝙚 𝙖𝙣𝙙 𝙖𝙪𝙩𝙤 𝙥𝙖𝙧𝙩𝙨 𝙖𝙣𝙙 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙛𝙖𝙢𝙤𝙪𝙨 𝙘𝙤𝙢𝙥𝙖𝙣𝙞𝙚𝙨 𝙗𝙪𝙮 𝙩𝙝𝙚 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙛𝙧𝙤𝙢 𝙪𝙨.
Over the 10 years, we have gained a strong foothold in the market due to our range's high quality, competitive prices, and time-lined delivery schedules.
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What Does the PARKTRONIC Inoperative, See Owner's Manual Message Mean for You...Autohaus Service and Sales
Learn what "PARKTRONIC Inoperative, See Owner's Manual" means for your Mercedes-Benz. This message indicates a malfunction in the parking assistance system, potentially due to sensor issues or electrical faults. Prompt attention is crucial to ensure safety and functionality. Follow steps outlined for diagnosis and repair in the owner's manual.
Symptoms like intermittent starting and key recognition errors signal potential problems with your Mercedes’ EIS. Use diagnostic steps like error code checks and spare key tests. Professional diagnosis and solutions like EIS replacement ensure safe driving. Consult a qualified technician for accurate diagnosis and repair.
Wondering if Your Mercedes EIS is at Fault Here’s How to Tell
W1 Introduction to Quality.ppt
1. 1
Introduction to Quality
This chapter provides an overview of the
definitions concepts and philosophy of
quality engineering and management
2. 2
Definitions of Quality
Fitness for use (Juran)
Conformance to requirements (Crosby)
Degree of excellence
Performance exceeding expectations (Q =
P/E)
‘The totality of features and characteristics of
a product or service that bear on its ability to
satisfy stated or implied needs’ – ANSI/ASQ
3. 3
Quality Dimensions (Garvin, 1998)
Quality dimensions are independent
focus on a few dimensions (e.g. Japanese cars – reliability,
conformance, and aesthetics)
Dimension Meaning
Performance Primary product characteristics
Features Secondary characteristics added features
Conformance Meet specifications or industry standards,
workmanship
Reliability Consistency of performance overtime
Durability Useful life
Service Resolution of problems and complaints, ease of repair
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance, ranking first
4. 4
Quality Control
QC – the use techniques and activities to achieve,
sustain and improve quality of products or service.
It integrates these related techniques and
activities:
1. Specifications of what is needed
2. Design of the products/service to meet specs.
3. Production or installation to meet full intent of
specs.
4. Inspection to determine conformance to
specifications
5. Review usage to provide information for revision of
specs. – if needed
The aim should be towards quality improvement
5. 5
Statistical Quality Control
(SQC)
Part of Total Quality Management (TQM)
Collection, analysis and interpretation of
data for QC activities
Two major parts;
Statistical Process Control
Acceptance Sampling
6. 6
Quality Assurance
All those planned or systematic actions
necessary to provide adequate confidence
that a product or service will satisfy given
requirements for quality
Need systems and procedures to ensure
consistency in methods for producing
products
7. 7
Total Quality Management
(TQM)
philosophy and a set of guiding principles
foundation of continuously improving organization
philosophy to achieve excellence
process in set of interrelated activities using
specific inputs to produce/deliver specific outputs
process = business and production
customers refers to external and internal
suppliers also both external and internal
customer-supplier chains
8. 8
Historical Review
Middle age – Craft – Guilds (training)
Industrial Revolution – Specialization of labor
Decline in workmanship, product still not
complicated – still 100% inspection
1924 – Walter Shewhart developed statistical chart
(Book: Economic Control of Quality of
Manufactured Product)
Dodge & Romig developed acceptance sampling
as a substitute for 100% inspection
1942 - US Managers failed to recognize value of
SQC
1946 – ASQC (now ASQ) was formed
9. 9
Historical Review
1950 – William Edwards Deming lectures
CEOs in Japan on SQC
1954 – Joseph Juran went to Japan –
Management’s responsibility for quality
1960 – Quality Control Circle (QCC) formed
in Japan – quality improvement
1980’s – US Quality Movement, TQM
Concepts published
10. 10
Historical Review
Late 1980’s – automotive industry emphasize
SPC, suppliers required to use Malcolm
Balridge Award established (to measure TQM
implementation) Taguchi method, Design of
Experiments (DOE)
1990’s – ISO 9000 series became Global QA
std., QS 9000 introduced by automotive
industry customer satisfaction ISO 14000
2000 – New ISO 9000:2000 version, Six
Sigma Program introduced information
technology
11. 11
Responsibility for Quality
Quality not responsibility of any one person or
department – everyone’s job (operator to
CEO)
Start from marketing – determine customer
requirements until product received by
satisfied customer
Delegated to areas with authority to make
quality decisions
Areas responsible (figure next slide)
13. 13
Marketing
Evaluate level of quality customer needs and willing to pay
Provides product quality data
Marketing information from customer complaints, sales report,
product service product liability
Information-monitoring and feedback system needed to collect
data
Provides product brief – translate into preliminary set of specs.
Product brief
Performance characteristics
Sensory characteristics
Installation
Applicable standards, statutory regulations
Packaging
Quality verification
Marketing is vital link in product development
14. 14
Design Engineering
Translate customer’s requirements into operating
characteristics (specs, tolerances, etc.)
Simple and not complex is best design
Increase complexity, quality difficult to achieve
Need early involvement of marketing, production,
quality (dept.), customers (called concurrent
engineering)
Selection of tolerances (tight tolerance – better
product but production & quality cost may
increase)
Tolerance should be determined scientifically (use
Design of experiments)
Material selection – physical characteristics
reliability, etc.
15. 15
Design Engineering
Not only functional aspects, safety must
also be considered, easily repaired &
maintained
Design reviews conducted at appropriate
times in product development to identity,
anticipate problems and take appropriate
corrective action
Quality is designed into product before
released to manufacturing
16. 16
Procurement
Responsible in buying quality material/components
4 categories (different quality requirements)
Standard Materials : Coil steel, angle irons
Standard Hardware : Fasteners, fittings’
Minor Components : Gears, etc
Major Components : Transmission,
engines, hard disk, etc.
Single supplier versus multiple supplier (material shortage due
to ‘natural’ disasters or unnatural causes, e.g. Strike,
equipment breakdown)
Supplier Quality Survey – to determine capability to supply
quality materials/component (Facilities, Quality Procedures,
Financial) ISO 9000 registration
Inspection of incoming materials – proof of conformance
17. 17
Procurement
Statistical evidence using process control charts,
process, capability
Supplier surveillance to control quality in suppliers
plant using quality plan
Supplier quality rating system to evaluate
performance – actual quality, customer complaints,
delivers, price
Need two way communications between supplier
and buyer to improve (supplier partnership)
Should consider Total Cost of Buying rather than
price alone. (costs of returned goods, warranty,
following problems, etc)
18. 18
Process Design
Responsible for developing processes and
procedures that will produce a quality
product
Activities include process selection and
development, production, planning and
support activities
Sequencing of operations to minimize
production difficulties – methods study
Also include design of equipment,
inspection devices, and maintenance of
product equipment
19. 19
Production
Responsible to produce quality products
Quality not inspected into product by built into a
product
Convey quality expectations to employees
Motivate employees
Provide proper tools for a job, instructions on
method of assembling/processing/doing job
Need training to employees (work skills + quality
techniques)
Discuss sources of quality variations, methods for
improving quality
Objective is “quality mindedness”
20. 20
Inspection and Test
responsible to evaluate quality of purchased and manufactured
items
inspection results reported and corrective action taken
inspection by quality department staff and some inspection
items by production
must not view QC personnel’s as ‘policeman’ – not totally
responsible for quality
measuring equipment must be maintained, calibrated
efficiency of appraisal (inspection, test) depends on inspection
method and procedures (when, how many, where)
focus on statistical quality control for quality improvement
dependency on mass inspection for QC is waste of time,
money, effort
21. 21
Packaging and Storage
to preserve and protect quality of product
need specifications during shipment (truck,
rail, air, ship)
vibration, shock, environmental conditions
how to handle product during loading,
unloading, warehousing
need specifications for proper storage to
minimize deterioration/degradation
22. 22
Product Service
to fully realize intended function of product
during its expected life
sales and distribution, installation, technical
assistance, maintenance, disposal after use
service during warranty, improper installed
(after sales service)
23. 23
Quality Assurance
QA or QC as a function within an
organization
Assists and supports other areas/depts. to
assure quality
Determines effectiveness of the system
Appraise current quality level
Determines quality problems/potential and
assists in correction of problem
Improve quality with cooperation from other
departments
24. 24
Chief Executive Officer (CEO)
CEO of a company has ultimate
responsibility for quality
Must have knowledge of quality and
involvement in quality improvement
Create quality council, participate in
meetings
Developing mission and vision
Need measurement of quality performance
Malcolm Baldrige National Quality Award (in
Malaysia – Prime Minister’s Quality Award)
25. 25
Computers and Quality Control
Need computers and software as tools to
assist Quality function
Data collection - collect, utilize and
disseminate quality information incorporate in
IT system
Linkages developed between data records
Type and amount of data – sources of data
process inspection stations, scrap and rework
reports, product audits, testing laboratories,
customer complaints, incoming material
inspection
26. 26
Computers and Quality Control
Data analysis, reduction and reporting -
Statistical analysis – Excel, Minitab, SPSS,
Statgraphics, JMP
Process control – automated system
Automated test and inspection – using
sensors + other devices
System design – integrate with other
systems, eg CAD/CAM, MRPII, MIS, ERP,
etc.