Managing Quality

Managing Quality c.8

Quality: is one of the four key objectives of operations (cost, flexibility, delivery, quality)

Historical development of quality concepts:

* Inspection (early 1900s)

* Statistics quality control (Shewhart-1940s)

* Quality management (1960s)

Quality is responsibility of everyone in the organization.

8.1 Quality definitions: quality is defined as “ meeting, or exceeding, customer requirements now and in the future.

i.e, the product or service is fit for the customer’s use

Fitness for use: is related to the benefits received by the customer and to customer satisfaction

Customer satisfaction: is a relative concept that varies from one customer to another. A customer may be satisfied with today’s products but not satisfied with them in the future.

1. Product is a manufactured good:

Dimensions of quality:

* Quality of design

* Quality of conformance : su fu hop, su nhat tri

* The “abilities”

* Field service

a. Quality of design:

* Determined before the product is produced

* Translates the “wishes” of customers into specifications

* Concurrent (say ra dong thoi, trung nhau):; design through the QFD process

* The design concept then results in a set of specifications for the product, ex: a digital blueprint, and bill or material

b. Quality of conformance: Producing a product to meet the specifications (independent of quality of design). When the product conforms to specifications, operations considers it a quality product regardless of the quality of the design specifications. Ex: inecpensive shoes will have high quality of conformance if they are made according to specifications and low quality of conformance if they do not meet specifications

c. Abilities:

* Availability: the continuity of service to customers (A product is available if it is in an operational state and not down for repairs or maintemance)

* Reliability: length of time that a product can...