Management of quality

Management of quality 英文版本的marketing课期末复习笔记。

CH 9 Management of quality

• What is quality
  • Quality control is monitoring, testing, and correcting quality problems after they occur.
  • Quality assurance is providing confidence in a products quality by preventing defects before they occur.
  • Evolution of Quality Management
    • Pre-Industrial Revolution
      • Craftsmanship: each craftsman responsible for quality.
    • Industrial Revolution
      • Division of labour: quality control shifts to full time inspectors
    • 1950s
      • quality assurance
    • 1970s
      • quality management systems
    • 1980s
      • TQM, continuous improvement
    • Today
      • Six Sigma, statistical tools
  • Dimisions of quality
    • Quality of goods
      • Performance
      • Aesthetics
      • Special features
      • Conformance
      • Reliability
      • Durability
      • Serviceability
    • Service Quality
      • Tangibles
      • Convenience
      • Reliability/ Consistency
      • Responsiveness
      • Time
      • Assurance
      • Courtesy
  • Determinants of Quality
    • Product design
      • Intention of designers to include or exclude features that customers require
    • Process design
      • Translating product characteristics into process specifications and tolerances
    • Production
      • The degree to which goods or services conform to design specifications
    • Benefits of Good Quality
    • Costs of Quality
      • Internal Failure Costs
        • Fixing problems during production
      • External Failure Costs
        • fixing problems after delivery to customer
      • Hidden Costs of Quality
      • The Quality Gurus
  • Quality Certification
    • ISO 9001
      • Set of international standards on quality management and quality assurance, critical to international business
      • ISO 9001 Elements
        • System Requirements
        • Management Responsibilities
        • Resource Management
        • Product Realization
        • Measurement, Analysis, and Improvement
      • ISO 9001 Activities
    • ISO 14000 is a family of standards related to environmental management
      • Mgmt Systems
      • Operations
      • Environmt’l Systems
• Hazard Analysis Critical Control Point (HACCP)
  • A quality control system, similar to ISO 9001, designed for food processors
    • Deals with food safety (biological, chemical, and physical hazards)
  • Main steps:
    • Hazard Analysis
    • Determination of the Critical Control Points
    • Creation of the HACCP Plan
  • National Quality Institute (NQI)
• Canada Awards for Excellence (CAE)
  • Total Quality Management (TQM)
    • Continuous Improvement: make never-ending improvements to critical processes
    • Data driven
    • Employee empowerment: Giving workers responsibility and training
    • Team Approach
    • Suppliers: encourage partnership and long term relationships
    • Fail-safing: designing in elements that prevent errors
    • The TQM Approach
      • 1. Find out what the customer wants
      • 2. Design a product or service that meets or exceeds customer wants
      • 3. Design processes that facilitates doing the job right the first time
      • 4. Keep track of results
      • 5. Extend these concepts to suppliers
• problem solving
  • Basic Steps in Problem Solving
    • Define problem and establish improvement goals
    • Define measures and collect data
    • Analyze the problem
    • Generate potential solutions
    • Choose a solution
    • Implement the solution
    • Monitor solution to see if goals are accomplished
    • Six Sigma
      • Statistically
        • Having no more than 3.4 defects per million
      • Conceptually
        • Program designed to reduce defects
        • Requires the use of certain tools and techniques
      • Process
    • Basic Quality Tools
      • Check Sheet
      • Pareto Analysis
      • Control Chart
      • Cause-and-Effect Diagram
      • Run Chart
• Methods for Generating Ideas
  • Brainstorming
    • Technique for generating a free flow of ideas in a group of people
  • Quality Circles
    • Groups of workers who meet to discuss ways of improving products or processes
  • Interviewing
    • Technique for identifying problems and collecting information
  • Benchmarking
    • Process of measuring performance against the best in the same or another industry
  • The 5W2H Approach
    • A method of asking questions about a process/problem that include what, why, where, who, how, and how much
  • Reaching Consensus
    • List reduction
      • Clarify and eliminate options
    • Balance Sheet
      • List pros & cons
    • Paired Comparisons
      • Select preferred item from 2 at a time