14h Lectures (7 sequences)

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Features

  • 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


    Conformance

    • Conformance

      • degree to which a product meets pre–established standards
    • Durability

      • how long product lasts before replacement
    • Serviceability



    Aesthetics

    • Aesthetics

    • Safety

    • Perceptions

      • subjective perceptions based on brand name, advertising, and the like


    Time and Timeliness

    • Time and Timeliness

    • Completeness:

      • Is everything customer asked for provided?
      • Is a mail order from a catalogue company complete when delivered?


    Courtesy:

    • Courtesy:

      • How are customers treated by employees?
      • Are catalogue phone operators nice and are their voices pleasant?
    • Consistency

      • Is the same level of service provided to each customer each time?
      • Is your newspaper delivered on time every morning?


    Accessibility and convenience

    • Accessibility and convenience

      • How easy is it to obtain service?
      • Does a service representative answer you calls quickly?
    • Accuracy

      • Is the service performed right every time?
      • Is your bank or credit card statement correct every month?
    • Responsiveness

      • How well does the company react to unusual situations?
      • How well is a telephone operator able to respond to a customer’s questions?


    Quality of Conformance



    Consumer’s and producer’s perspectives depend on each other

    • Consumer’s and producer’s perspectives depend on each other

    • Consumer’s perspective: PRICE

    • Producer’s perspective: COST

    • Consumer’s view must dominate





    Reach back into antiquity, especially into China, India, Greece and the Roman Empire : skilled crafstmanship.

    • Reach back into antiquity, especially into China, India, Greece and the Roman Empire : skilled crafstmanship.

    • Industrial Revolution (18th century): need for more consistent products that are mass-produced and needed to be interchangeable. Rise of inspection after manufacturing completed and separate quality departments.



    World War II: Acceptance of statistical quality-control concepts in manufacturing industries (more sophisticated weapons demanded more careful production and reliability); The American Society for Quality Control formed (1946).

    • World War II: Acceptance of statistical quality-control concepts in manufacturing industries (more sophisticated weapons demanded more careful production and reliability); The American Society for Quality Control formed (1946).

    • Quality in Japan: W.E. Deming invited to Japan to give lectures; G. Taguchi developed “Taguchi method” for scientific design of experiments; The Japanese Union of Scientists and Engineers (JUSE) established “Deming Price” (1951); The Quality Control Circle concept is introduced by K. Ishikawa (1960).



    Quality awareness in U.S. manufacturing industry during 1980s: “Total Quality Management”; Quality control started to be used as a mangement tool.

    • Quality awareness in U.S. manufacturing industry during 1980s: “Total Quality Management”; Quality control started to be used as a mangement tool.

    • Malcolm Baldrige National Quality Award (1987)

    • International Standard Organization’s (ISO) 9000 series of standards: in 1980s Western Europe began to use; interest increase in US industry in 1990s; Became widely accepted today: necessary requirement to world-wide distribution of product and a significant competitive advantage.



    Quality in service industries, government, health care, and education

    • Quality in service industries, government, health care, and education

    • Current and future challenge: keep progress in quality management alive

    • To sum up: A gradual transition

























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