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Quality Chapter One MGMT467 Winter 2015

Quality Chapter One MGMT467 Winter 2015. Quality. Quality Chapter One MGMT467 Winter 2015. 1. Principles of Quality. Quality Chapter One MGMT467 Winter 2015. 1. Principles of Quality Quality is more important than reducing cost, removing waste and reducing cycle time.

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Quality Chapter One MGMT467 Winter 2015

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  1. Quality Chapter One MGMT467 Winter 2015 Quality

  2. Quality Chapter One MGMT467 Winter 2015 • 1. Principles of Quality

  3. Quality Chapter One MGMT467 Winter 2015 • 1. Principles of Quality • Quality is more important than reducing cost, removing waste and reducing cycle time

  4. Quality Chapter One MGMT467 Winter 2015 • 1. Principles of Quality • Quality is more important than reducing cost, removing waste and reducing cycle time • Poor quality hurt business

  5. Quality Chapter One MGMT467 Winter 2015 • 1. Principles of Quality • Quality is more important than reducing cost, removing waste and reducing cycle time • Poor quality hurt business • BP disaster

  6. Quality Chapter One MGMT467 Winter 2015 • 1. Principles of Quality • Quality is more important than reducing cost, removing waste and reducing cycle time • Poor quality hurt business • BP disaster • Definition is not constant, standard or agreed by everyone

  7. Quality Chapter One MGMT467 Winter 2015 • 1. Principles of Quality • Quality is more important than reducing cost, removing waste and reducing cycle time • Poor quality hurt business • BP disaster • Definition is not constant, standard or agreed by everyone • Importance of perception of quality: Toyota and Buick examples

  8. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality

  9. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent (Judgmental) Perspective

  10. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent (Judgmental) Perspective • Definition: to rise above or extend notably beyond ordinary limits

  11. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent (Judgmental) Perspective • Definition: to rise above or extend notably beyond ordinary limits • „I know It When I see It“

  12. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent (Judgmental) Perspective • Definition: to rise above or extend notably beyond ordinary limits • „I know It When I see It“ • For managers, difficult to measure consumer perspective to make a business decision

  13. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent (Judgmental) Perspective • Definition: to rise above or extend notably beyond ordinary limits • „I know It When I see It“ • For managers, difficult to measure consumer perspective to make a business decision • For consumers, excellence is abstract and subjective

  14. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent (Judgmental) Perspective • Definition: to rise above or extend notably beyond ordinary limits • „I know It When I see It“ • For managers, difficult to measure consumer perspective to make a business decision • For consumers, excellence is abstract and subjective • Poll: iPhone

  15. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective

  16. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • Quality is quantity

  17. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • Quality is quantity • Down jackets

  18. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • Quality is quantity • Down jackets • Cars

  19. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective

  20. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Fitness for intended use

  21. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Fitness for intended use • Humvee and Honda Civic

  22. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Fitness for intended use • Humvee and Honda Civic • Datsun cars

  23. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective

  24. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Quality as a relationship of product benefits to price

  25. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Quality as a relationship of product benefits to price • Ease of ordering; on-time delivery; field support; warranties

  26. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Quality as a relationship of product benefits to price • Ease of ordering; on-time delivery; field support; warranties • Poll: Generic med vs Name brand

  27. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective

  28. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective • Consistency in goods, services and delivery

  29. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective • Consistency in goods, services and delivery • Coca-Cola, McDonald‘s

  30. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective • Consistency in goods, services and delivery • Coca-Cola, McDonald‘s • Specifications and targets for part production and schedules

  31. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective • Consistency in goods, services and delivery • Coca-Cola, McDonald‘s • Specifications and targets for part production and schedules • Lego quality

  32. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective • Customer Perspective

  33. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective • Customer Perspective • Definition – quality as the toality of features and characteristics of a product or servie that bears on its ability to satisfy given needs – It does what the consumer needs

  34. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective • Customer Perspective • Definition – quality as the toality of features and characteristics of a product or servie that bears on its ability to satisfy given needs – It does what the consumer needs • By the 1980s – meeting or exceeding customer expectations

  35. Quality Chapter One MGMT467 Winter 2015 • 2. Defining Quality • Transcendent Judgmental) Perspective • Product Perspective • User Perspective • Value Perspective • Manufacturing Perspective • Customer Perspective • Definition – quality as the toality of features and characteristics of a product or servie that bears on its ability to satisfy given needs – It does what the consumer needs • By the 1980s – meeting or exceeding customer expectations • Customers are consumers: internal and external

  36. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management

  37. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction

  38. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Egyptians – measurements and inspection

  39. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Egyptians – measurements and inspection • China – Zhou Dynasty (1100-221 BC)

  40. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Egyptians – measurements and inspection • China – Zhou Dynasty (1100-221 BC) • Modern QA methods with government ministries

  41. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Egyptians – measurements and inspection • China – Zhou Dynasty (1100-221 BC) • Modern QA methods with government ministries • Production, inventory and product distribution of raw materials (Supply chain management) • Production and manufacturing • Formulating and executing quality standards • Supervision and inspection

  42. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship

  43. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship • The Middle Ages (500-1500 AD)

  44. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship • The Middle Ages (500-1500 AD) • Craft Guilds (masters, journeymen and apprentices) ensured that craftspeople were adequately trained

  45. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship • The Middle Ages (500-1500 AD) • Craft Guilds (masters, journeymen and apprentices) ensured that craftspeople were adequately trained • QA was informal

  46. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship • The Middle Ages (500-1500 AD) • Craft Guilds (masters, journeymen and apprentices) ensured that craftspeople were adequately trained • QA was informal • Craftspeople were manufacturer and inspector – the foundations of modern quality management.

  47. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship • The Middle Ages (500-1500 AD) • 18th Century

  48. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship • The Middle Ages (500-1500 AD) • 18th Century • Honore Blanc and interchangeable parts

  49. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship • The Middle Ages (500-1500 AD) • 18th Century • Honore Blanc and interchangeable parts • Thomas Jefferson 1798 hires Eli Whitney

  50. Quality Chapter One MGMT467 Winter 2015 • 3. History of Quality Management • Introduction • Age of Craftsmanship • The early 20th Century

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