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    UEF - Operations Management - Unit 3 EN New Part 1

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    Nhi Võ Trần Uyển
    This document provides an overview of quality management. It discusses quality from the perspectives of customers, manufacturers, and producers. Key points include: - It defines quality as meeting customer needs, fitness for use, and designing quality into products and services. - It outlines dimensions of quality for manufactured products and services. - It discusses a producer's perspective of achieving quality of conformance through design, training, and process control. - It prompts group discussion of a case study on how L.L. Bean addressed a quality problem.

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    UEF - Operations Management - Unit 3 EN New Part 1

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    Nhi Võ Trần Uyển
    14 views7 pages
    This document provides an overview of quality management. It discusses quality from the perspectives of customers, manufacturers, and producers. Key points include: - It defines quality as meeting customer needs, fitness for use, and designing quality into products and services. - It outlines dimensions of quality for manufactured products and services. - It discusses a producer's perspective of achieving quality of conformance through design, training, and process control. - It prompts group discussion of a case study on how L.L. Bean addressed a quality problem.

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    This document provides an overview of quality management. It discusses quality from the perspectives of customers, manufacturers, and producers. Key points include: - It defines quality as meeting customer needs, fitness for use, and designing quality into products and services. - It outlines dimensions of quality for manufactured products and services. - It discusses a producer's perspective of achieving quality of conformance through design, training, and process control. - It prompts group discussion of a case study on how L.L. Bean addressed a quality problem.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    14 views7 pages

    UEF - Operations Management - Unit 3 EN New Part 1

    Uploaded by

    Nhi Võ Trần Uyển
    This document provides an overview of quality management. It discusses quality from the perspectives of customers, manufacturers, and producers. Key points include: - It defines quality as meeting customer needs, fitness for use, and designing quality into products and services. - It outlines dimensions of quality for manufactured products and services. - It discusses a producer's perspective of achieving quality of conformance through design, training, and process control. - It prompts group discussion of a case study on how L.L. Bean addressed a quality problem.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 7

    OPERATIONS MANAGEMENT

    Unit 3: Quality Management

    [This Nation, 2018]

    UEF | Operations Management | Unit 3: Quality Management | Tran Hoang Nam | 1


    Lecture Outline

    What is Quality Quality in Six Sigma,


    Quality? Tools Services ISO

    UEF | Operations Management | Unit 3: Quality Management | Tran Hoang Nam | 2


    Customer’s Perspective of Quality

    Supplier Manufacturer Warehouse Consumer


    Distributors
    Retailers

    Quality: The needs Fitness for Use: Is Quality of Design:


    of the consumer, how well the product involves designing
    present and future. or service does what quality characteristics
    it is supposed to. into a product or
    service.

    UEF | Operations Management | Unit 3: Quality Management | Tran Hoang Nam | 3


    Dimensions of Quality for Manufactured Products

    1. Performance: The basic operating characteristics of a product


    2. Features: The ‘extra’ items added to the basic features
    3. Reliability: The probability that a product will operate properly within an
    expected time frame
    4. Conformance: The degree to which a product meets preestablished
    standards.
    5. Durability: How long the product lasts; its life span before replacement.
    6. Serviceability: The ease of getting repairs, the speed of repairs, and the
    courtesy and competence of the repair person.
    7. Aesthetics: How a product looks, feels, sounds, smells, or tastes.
    8. Safety: Assurance that the customer will not suffer injury or harm from a
    product
    9. Other perceptions: Subjective perceptions based on brand name,
    advertising, and the like.

    UEF | Operations Management | Unit 3: Quality Management | Tran Hoang Nam | 4


    Dimensions of Quality for Services

    1. Time and Timeliness: How long must a customer wait for service, and is it
    completed on time?
    2. Completeness: Is everything the customer asked for provided?
    3. Courtesy: How are customers treated by employees?
    4. Consistency: Is the same level of service provided to each customer each
    time?
    5. Accessibility and convenience: How easy is it to obtain the service?
    6. Accuracy: Is the service performed right every time?
    7. Responsiveness: How well does the company react to unusual situations,
    which can happen frequently in a service company?

    UEF | Operations Management | Unit 3: Quality Management | Tran Hoang Nam | 5


    Producer’s Perspective of Quality

    Quality of Conformance: Is Group Activity 2


    making sure the product or service Work in group of 5-6 students,
    is produced according to design. discuss the case study of L. L.
    Bean Inc. (page 56) and
    Achieving quality of conformance
    answer these questions:
    involves design, materials and
    equipment, training, supervision, 1. What happened in this case?

    and control. 2. How did the company face


    the problem?
    3. What did you learn from the
    L. L. Bean opinion?

    UEF | Operations Management | Unit 3: Quality Management | Tran Hoang Nam | 6


    A Comprehensive Perspective of Quality

    UEF | Operations Management | Unit 3: Quality Management | Tran Hoang Nam | 7

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