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Dr. Mass Hareeza Ali

Dr. Mass Hareeza Ali. MGM 4144 Quality Management Week 1 : Introduction to Quality Management. Quality. Perfection Consistency Eliminating waste Speed of delivery Compliance with policies and procedures Providing a good, usable product Doing it right the first time

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Dr. Mass Hareeza Ali

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  1. Dr. Mass Hareeza Ali MGM 4144 Quality Management Week 1: Introduction to Quality Management

  2. Quality • Perfection • Consistency • Eliminating waste • Speed of delivery • Compliance with policies and procedures • Providing a good, usable product • Doing it right the first time • Delighting or pleasing customers • Total customer service and satisfaction

  3. Main reason to pursue Quality • Annual growth • Quality expectations by customer-defect rate lesser • Increased in market share • Performance improve • Sales increase • Drop-out rates - decreased

  4. A Brief History Before the industrial revolution (Customers expected quality) Industrial revolution (Concept of interchangeable part to America) Frederick W.Taylor (Concept of scientific management) Statistical approach (to quality control of strategic management) TQM

  5. What will influence the future of quality • Globalization • Social responsibility • New dimension • aging population • Health care • Environmental concerns • 21th century technology

  6. Quality in Manufacturing • Several quality dimension; • Performance • Features • Reliability • Conformance • Serviceability • Durability • Aesthetics • Perceived quality

  7. Quality in Services Service : any primary or complementary activity that does not directly produce a physical product- that is, the non-goods part of the transaction between buyer (customer) and seller (provider). e.g.: hotels, health, legal engineering and other professional services.

  8. Service Vs. Manufacturing • Customer needs and performance standards. • The production of service typically requires a higher degree of customization than does manufacturing. • The output of many service systems is intangible, manufacturing produces tangible, visible products. • Service are produced and consumed simultaneously; manufactured goods are produced prior to consumption. • Customers often are involved in the service process and present while it is being performed; manufacturing is performed away from the customer. • Service are generally labor intensive; manufacturing is more capital intensive. • Service organization must handle very large numbers of consumer transaction. E.g. Banks process similar volumes of transactions.

  9. Dimensions of service quality • Time • Timeliness • Completeness • Courtesy • Consistency • Accessibility • Accuracy • Responsiveness

  10. A definition of total quality was endorsed in 1992 by the chairs and CEOs of nine major U.S. corporations in corporation with deans of business and engineering departments of major universities and recognized consultants.

  11. The principles of total quality • Customer and stakeholder focus • Process orientation supported by continuous improvement and learning • Employee engagement and teamwork • Management by fact • A strategic focus on quality as a source of competitive advantage • Visionary leadership that views performance excellence as an integrated system

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