Lecture 1
Types of quality
- Product quality → brands, Coca Cola, Apple, Samsung
o Tangible & normative
- Service quality → Banks, NS, Bol.com
o Objective related
▪ Speed
▪ Accuracy
▪ Efficiency
▪ Cost/Benefit
- Process quality → delivery performance, percentages
o Input – process - output
- Organization quality → ill days, budget, turnover annual
o The organization has a system (=people) to function
In an organization there are processes which result in a service or product → link all types of qualities
, The various definitions of quality
- Manufacturing-based → assumes quality is all about making or providing error-free products
or services
- User-based → assumes quality is all about providing products or services that are fit for their
purpose
- Product-based → views quality as a precise and measurable set of characteristics
- Value-based → defines quality in terms of ‘value’
Doesn’t matter which route, quality up means profit up ( in the end)
Industrialization (1840-1920) → Effect is low quality, higher volumes and no standards
- Increase of the quantities when producing products
- 1910-1915 start-up of US’ automobile industry
Gurus:
- Shewhart (1931) → The father of the modern quality control
o Based on statistics
- Deming (1949) → Plan, Do, Check, Act; Deming circle
- Juran (1951) → An eye on statistics and the role of management
- Maasaki Imai (1962) → Kaizen (change to become good)
o Go to Gemba (shop floor)
o Check gembutsu (way of working)
o Take necessary steps
o Find the cause
o Prevent recurrence & standardise!
- Crosby (1969) → Zero defects
o Maturity grid (5 stages in quality development)
o Role of management
Types of quality
- Product quality → brands, Coca Cola, Apple, Samsung
o Tangible & normative
- Service quality → Banks, NS, Bol.com
o Objective related
▪ Speed
▪ Accuracy
▪ Efficiency
▪ Cost/Benefit
- Process quality → delivery performance, percentages
o Input – process - output
- Organization quality → ill days, budget, turnover annual
o The organization has a system (=people) to function
In an organization there are processes which result in a service or product → link all types of qualities
, The various definitions of quality
- Manufacturing-based → assumes quality is all about making or providing error-free products
or services
- User-based → assumes quality is all about providing products or services that are fit for their
purpose
- Product-based → views quality as a precise and measurable set of characteristics
- Value-based → defines quality in terms of ‘value’
Doesn’t matter which route, quality up means profit up ( in the end)
Industrialization (1840-1920) → Effect is low quality, higher volumes and no standards
- Increase of the quantities when producing products
- 1910-1915 start-up of US’ automobile industry
Gurus:
- Shewhart (1931) → The father of the modern quality control
o Based on statistics
- Deming (1949) → Plan, Do, Check, Act; Deming circle
- Juran (1951) → An eye on statistics and the role of management
- Maasaki Imai (1962) → Kaizen (change to become good)
o Go to Gemba (shop floor)
o Check gembutsu (way of working)
o Take necessary steps
o Find the cause
o Prevent recurrence & standardise!
- Crosby (1969) → Zero defects
o Maturity grid (5 stages in quality development)
o Role of management
