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Date Submitted: 03/30/2013 08:01 PM
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...