Chapter 2
Quality Management
Operations Management -- 6th Edition Operations Management 6th Edition
Roberta Russell & Bernard W. Taylor, III

Copyright 2009 John Wiley & Sons, Inc.

Beni Asllani University of Tennessee at Chattanooga

Lecture Outline
What Is Quality? Evolution of Quality Management Quality Tools TQM and QMS Focus of Quality Management— Customers Role of Employees in Quality Improvement
Copyright 2009 John Wiley & Sons, Inc.

Quality in Service Companies Six Sigma Cost of Quality Effect of Quality Management on Productivity Quality Awards ISO 9000
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What Is Quality?
Oxford American Dictionary a degree or level of excellence

American Society for Quality totality of features and characteristics that satisfy needs without deficiencies

Consumer’s and producer’s perspective

Copyright 2009 John Wiley & Sons, Inc.

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What Is Quality: Customer’s Perspective
Fitness for use how well product or service does what it is supposed to

Quality of design designing quality characteristics into a product or service A Mercedes and a Ford are equally “fit for use,” but with different design dimensions.
Copyright 2009 John Wiley & Sons, Inc. 2-4

Dimensions of Quality: Manufactured Products
Performance
basic operating characteristics of a product; how well a car handles or its gas mileage

Features
“extra” items added to basic features, such as a stereo CD or a leather interior in a car

Reliability probability that a product will operate properly within an expected time frame; that is, a TV will work without repair for about seven years

Copyright 2009 John Wiley & Sons, Inc.

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Dimensions of Quality: Manufactured Products (cont.)
Conformance
degree to which a product meets pre–established standards

Durability how long product lasts before replacement; with care, L.L.Bean boots may last a lifetime

Serviceability ease of getting repairs, speed of repairs, courtesy and competence of repair