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Quality Management

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64 pages
2014/2015 Written for academic year
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Service Operations Management
Course
Service Operations Management
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Quality Management Presentation is about definition of quality, quality and competitive advantage, customer-driven definitions of quality, consumer's perspective, dimensions of quality, service, producer's perspective, a final perspective, quality gurus, deming's 14 points, deming wheel, TQM, quality improvement and role of employees, quality circle, TQM philosophy, TQM view of quality, TQM demands, critical success factors of TQM, strategic implications of TQM, TQM in service companies, some issues for the successful implementation of TQM, management functions and the issues to be considered when implementing TQM, obstacles to implementing TQM, quality attributes in service, cost of quality, prevention costs, appraisal costs, internal failure costs, external failure costs, measuring and reporting quality costs, quality-cost relationship, seven quality control tools, pareto analysis, pareto chart, flow chart, check sheet, histogram, scatter diagram, control chart, cause and effect diagram, quality awards, baldrige award, international organisation for standardisation (ISO), generic standards, processes not products, ISO 9000, implications of ISO 9000 for U.S companies and adoption of QMS.

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SERVICE OPERATIONS
MANAGEMENT

QUALITY MANAGEMENT



3-1

,Learning Outcomes
Upon completion of this lecture, students will be
able to:
 explain the meaning of Quality
 define and understand the Total Quality
Management (TQM)
 evaluate TQM in service organisations
 define and evaluate Cost of Quality
 explain the different Quality Awards and Setting
Quality Standards
 define and understand the evaluation of ISO
9000 in service organisations
3-2

, What is Quality?
• Quality involves meeting or exceeding customer
expectations.

• Quality applies to products, services, people,
processes, and environments.

• Quality is an ever-changing state (i.e., what is
considered quality today may not be good enough to
be considered quality tomorrow).

Quality is a dynamic state associated with
products, services, people, processes and
environments that meets or exceeds expectations.

, Defining Quality

“The totality of features and characteristics
of a product or service that bears on its
ability to satisfy stated or implied needs”

American Society for Quality

Document information

Uploaded on
October 31, 2022
Number of pages
64
Written in
2014/2015
Type
Presentation
Person
Unknown
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Subjects

  • quality management
  • definition of quality
  • dimensions of quality
  • service
  • a fi
  • quality and competitive advantage
  • customer driven definitions of quality
  • consumers perspective
  • producers perspective

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