Professional Documents
Culture Documents
Topic 1 - Introduction To Quality
Topic 1 - Introduction To Quality
1 Individual assignment - 15 %
1 group assignment - 25 %
Test (2 test 10% each) - 20%
60%
100%
1.0 : Introduction To Quality
Topics
Are they
having the
1. Price
same quality?
2. Quality
3. Specification
4. Confortable
1-7
What was happening ?
As Requested By Sales As Analyzed by As Designed By Engineering
Marketing
1-8
Cont…
Services
Product
1-9
Cont…
Product
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Cont…
Services
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Cont…
If You Ask 10 People to Define Quality, You Probably Will Get
10 Definitions – Foster (2010) – pg 29
The American Society for Quality defines quality as a subjective term for which
each person had his or her own definition. In technical usage, quality can have two
meanings : (a) the characteristics of a product or service that bear on its ability to
satisfy stated or implied needs; (b) a product or service free of deficiencies.
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Cont…
Summers, Donna C. S. (2010) concluded that the above
definitions stated three types of quality:
Quality of Design – means that the product has been designed to successfully fill a
consumer need, real or perceived.
Quality of Performance – means that the product or service performs its intended
function as identified by the consumer.
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1.2. Recognizing Different
Perspectives on Quality.
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Cont..
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Garvin’s Product Quality Dimensions
Performance
Features Durability
Reliability Serviceability
Conformance Aesthetics
Perceived Quality
Cont…
From these five definitions of quality, Garvin developed a list of eight quality
dimensions:
ii. Features – are attributes of a product that supplement the product’s basic
performance. These include many of the ‘bells and whistles’ contained in
products. For example Electronic shop / store will reveal some features such
as HDTC capability, plasma, and size.
vii. Aesthetics – are subjective sensory characteristics such as taste, feel, sound,
look, and smell. In terms of aesthetics, we measure quality as the degree to
which product attributes are matched to consumer preferences. For example cell
phone color.
Tangibles Responsiveness
Service Assurance
Reliability
Empathy
Cont..
b. Service Quality (SQ) Dimensions
Foster (2010), SQ is even more difficult to define than product
quality. Although services and production share many
attributes, services have more diverse quality attributes than
products.
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Cont..
ii. Responsiveness : Willing to Help - is willingness to help
customers and to provide prompt service. This dimension
emphasizes attentiveness and promptness in dealing with
customer requests, questions, complaints, and problems.
Responsiveness is communicated to customers by the length of
time they have to wait for assistance, answers to questions or
attention to problems. Responsiveness also captures the notion
of flexibility and ability to customize the service to customer
needs .To excel the dimension of responsiveness, a company
must be certain to view the process of delivery and handling
request.
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Cont..
iv. Empathy : Treating Customers as Individual - is defined
as the caring, individualized attention the firm provides its
customers. The essence of empathy is conveying, through
personalized or customized service, that customers are unique
and special. Customers want to feel understood by and
important to firms that provide service to them.
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Why Does It Matter That Difference Definitions
of Quality Exist?
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Cont…
A. Supply Chain Perspectives
The value chain includes inbound logistics, core
processes, and outbound logistics, human
resources, information systems, and purchasing.
Operations, logistics, and marketing are the
primary participants in supply chain.
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Cont…
B. Engineering Perspective
The major emphasis of engineering perspective are:
Concurrent Engineering
SPC
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Cont…
Product Design Engineering (PDE)
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Cont…
Concurrent engineering
Concurrent engineering involves the
formation of cross-functional team.
This allows engineers and managers
of differing disciplines to work
together simultaneously in developing
product and process designs.
Concurrent design has been improved
quality and faster speed to market for
news products.
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Cont…
SPC
Is concerned with monitoring process
capability and process stability.
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Cont…
C. Operations Perspective
Operation management view of quality is rooted in the engineering approach but grown beyond the
technical engineering perspective.
Uses the Systems View that underlies modern Quality management thinking.
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Cont…
Operation management uses the system view which is involves the understanding that
product quality is the result of the interactions of several variables, such as machine,
labor, procedures, planning, and management.
Planning Organizing
Process Feedback
Control
Controlling
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Cont…
D. Strategic Management Perspective
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Mission/Vision/Goals
Strategic Options
Business-Level Strategy
…………………………
Corporate-Level Strategy
………………………….
Operational Subplans
Strategic Alignment
between Structure and
Goals
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Cont…
E. A Marketing Perspective
Traditionally, the term marketing has referred to activities involves with
directing the flows of products and services from the producer to the
consumer.
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Cont…
Marketing also concerned about systems.
Marketing System
Organization
Offering Payment
Offering
Payment
Customer
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Cont…
Another important contribution of the marketing
perspective are :
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Cont…
F. A Financial Perspective
The finance function is primarily interested in the
relationships between the risks of investments
and the potential rewards resulting from those
investments.
Deming:Quality Improvement is linked to reduction of defects and
improved organizational performance
Productivity Improves
Stay in Business
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Cont…
G. Human Resources
It is impossible to implement quality without the
commitment and action of the employees.
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1.4. Other Perspectives on Quality.
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Cont…
I. Cultural Perspective on Quality
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1.5. Quality Concepts.
Garvin (1988) – quality is an unusually slippery
concept, easy to visualize and yet exasperatingly
difficult to define. It remains a source of great
confusion to manager.
The concept derived or inferred from specific instances
or occurrences or a thought or notion.
The concept of Quality is very similar to the concept
of beautiful or good.
It is very difficult to define and one definition can be
the opposite of another.
We must deal with reason and attempt to define
clearly what we are hoping to achieve in the study of
this topic.
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Cont..
Sinha and Willborn (1985)--- an abstract explanation of
quality concept as follows :
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Cont..
Quality means not just fitness for use but, in more specific
terms, reliability, safety, maintainability, status etcetera.
Quality in business is expressed as specified standards against
which actual performance and conformance can be measured.
Quality, understood as product and service characteristics that
are specified, standardized, and contracted, has a relationship
to quantity, time, and space..
Quality also is an expression of the people who contribute to
produce. Attaining quality is thus everybody’s responsibility.
Quality is totality of all attributes and characteristics of a
product or service as specified, required, and expected.
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Cont..
Four quality concepts
Zero Defects
Implies that there is no tolerance for errors within the
system.
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Cont..
The Customer is the Next Person in the Process
QM
QA
QC
QC QA QM
Monitoring process FMEA Planning for Quality
capability and stability Improvement
Measuring process Concurrent engineering Creating a quality
performance organizational culture
Reducing process Experimental design Providing leadership
variability and support
Optimizing processes to Process improvement Providing training and
normal measures retraining
Performing acceptance Design team formation Designing an
sampling and management organizational system
that reinforce quality
ides
Developing and Off-line Providing employee
maintaining control experimentation recognition
charts.
Reliability / durability Facilitating
product testing organizational
communication
1.6. Quality and Competitiveness
Concepts.
Operation Management
Product &
Quality Mgt
Services
Global Operations
Process,
Technology, Project Mgt
Quality
and Capacity
SPC
Facilities
Competitiveness
Sumber : Russell, R.S and Taylor III, B.W. (2006). Operations Management : Quality and
Competitiveness in a Global Environment.
Cont…
Quality Management – management is a process involving
certain functions and work activities that managers must
perform to achieve an enterprise’s goals.
What is
quality
End
Quality
Differing
Concepts
Functional
Perspectives on
Quality
Other
Perspectives
on Quality
Questions/Queries?