Bài giảng môn học Quản trị kinh doanh - Chapter 6: Managing quality

Copyright © 2014 McGraw-Hill Higher Education. All rights reserved.CHAPTER 6Managing QualityMcGraw-Hill/IrwinLearning ObjectivesLO6-1 Explain product quality and quality managementLO6-2 Explain roles of various business functions in determining product qualityLO6-3 Describe core values and practicesLO6-4 Perform cost analysisLO6-5 Compare and contrast various quality standards and certification programsLO6-6 Apply Six Sigma and DMAIC6–2Quality Definitions6–3Product Quality: fitness for consumption in meeting customers needs and desiresDesign Quality: match between designed features and customer requirementsConformance Quality: meeting design specificationsQuality Management: organization wide quality focusLO6-1Dimensions of Quality for Goods and Services6–4LO6-1Quality5–5Functional Influence on Product QualityLO6-2Quality Thought Leaders6–6LO6-3Cost of Quality (COQ)6–7Costs associated with inspection to assess quality levels (e.g. staff, tools, training, etc.)Costs from defects found before delivery to the customer (e.g., rework, scrap, etc.)Costs associated with defects found after delivery to customer (e.g., warranty, recall, etc.)Costs associated with preventing defects and limiting failure and appraisal costs (e.g., training, improvement projects, data gathering, analysis)Appraisal CostsInternal Failure CostsExternal Failure CostsPrevention CostsLO6-4TQM Guiding Methodologies6–8LO6-5Guiding Methodologies: PDCA6–9Figure 6-2LO6-5Guiding Methodologies: 6σ – Part ISix Sigma: quality improvement through elimination of defects and variation Standard deviation: statistical measure of variation6–10LO6-6Guiding Methodologies: 6σ – Part IISigma level of quality:6–11LowerspecificationMeanUpperspecification Four sigmaSix sigmaTwo sigma1σ1σ1σLO6-6Guiding Methodologies: 6σ – Part III6–12Sigma LevelDefects per Million2σ308,5373σ66,8074σ6,2105σ2336σ3.4LO6-6Managing Quality Summary1. Quality management strives to achieve superior quality2. It is important to integrate quality management into the firm’s strategic activities 3. Formal certifications confirm that a firm’s major processes have been documented and followed4. Many firms use award guidelines to assess the performance of their quality management systems.5. Service quality management must take into consideration the interpersonal interactions of service providers and customers. 6. Core TQM values are the critical aspects to make quality improvement a success.6–13