1582068
Quality Management
- differences
between
goods and
services
- Tangible/Intangible
- -goods are sth that exist physically
-for services u may not receive a physical item
-Services can't be easily catalogued, displayed or
priced
- -goods are sth that exist physically
-for services u may not receive a physical item
-Services can't be easily catalogued, displayed or
priced
- standardized/ personalized
- - To but goods, we can state the requirements
with measurable parameters and producers
can standardize the output of goods
- - No two services may be identical
-services tend to personalized , and
depend on human interaction which
is difficult to ensure consistency
- - To but goods, we can state the requirements
with measurable parameters and producers
can standardize the output of goods
- Production separated from consumption
/simultaneous production and consumption
- goods can be produced now and used later
- Services are consumed while they are produced
- goods can be produced now and used later
- Non-perishable/ perishable
- Services are perishable in the sense that they cannot be stored , resold, saved or returned.
- Services are perishable in the sense that they cannot be stored , resold, saved or returned.
- Tangible/Intangible
- - cannot separate them clearly
- use 'product' to represent both
- Definitions of quality
- - quality may relates to pricing and costs
- may be a 'moving target '
- ISO 9000
- quality as inherent characteristics that the products or services
possess on order to meet the requirements of the customer
- quality as inherent characteristics that the products or services
possess on order to meet the requirements of the customer
- grade
- - is a category or rank 等級 given to diff. quality requirement for products of the same function
- all are quality products as long as they meet the requirements of customers
-The diff. is the grade of the product
- - is a category or rank 等級 given to diff. quality requirement for products of the same function
- all are quality products as long as they meet the requirements of customers
-The diff. is the grade of the product
- - quality may relates to pricing and costs
- may be a 'moving target '
- Evolution
- quality control (QC)
- concerned with complying with 遵守 requirements
by inspecting 檢驗 the products and eliminating
nonconforming 不遵照模式 items, which doesn't
address the root cause of nonconforming ( during
World War II)
- concerned with complying with 遵守 requirements
by inspecting 檢驗 the products and eliminating
nonconforming 不遵照模式 items, which doesn't
address the root cause of nonconforming ( during
World War II)
- quality assurance (QA)
- focus on the procedure of
compliance 遵守協議 and product
conformity 符合to specification
through activities
- focus on the procedure of
compliance 遵守協議 and product
conformity 符合to specification
through activities
- total quality management (TQM)
- - change from process driven by external controls to a customer oriented process
-prevention rather than inspection - from control to management
- - change from process driven by external controls to a customer oriented process
-prevention rather than inspection - from control to management
- quality control (QC)
- Dimensions of quality
(David Garvin)
- - for understand customers' expectations of product quality
- 1.Performance
- measurable , diff. brands of some product can be ranked objectively
- measurable , diff. brands of some product can be ranked objectively
- 2. features
- a secondary aspect of performance, which supplement their basic functioning
- involve objective and measurable performance attributes reflecting objective
individual needs which can affect the customers in determining quality differences
- an advantages to increase customer satisfaction
- a secondary aspect of performance, which supplement their basic functioning
- 3. reliability
- reflect the probability that a product will malfunction or fail within a specific period of time
- measured as mean time to failure (MTTF) , or mean time between failures (MTBF) or failure rate per unit of time
- reflect the probability that a product will malfunction or fail within a specific period of time
- 4. conformance
- the degree by which the design and operating characteristics of product meet the established sandards
- the degree by which the design and operating characteristics of product meet the established sandards
- 5. durability
- the amount of use of a product before it breaks down , and replacement is preferable to continued repair
- the amount of use of a product before it breaks down , and replacement is preferable to continued repair
- 6. Serviceability
- reflect the speed , courtesy , competence, ease of repair
- reflect the speed , courtesy , competence, ease of repair
- 7. Aesthetics (美學)
- reflect how product looks, feels, tastes or smells ,which are measured based on personal judgments and individuals preferences.
- reflect how product looks, feels, tastes or smells ,which are measured based on personal judgments and individuals preferences.
- 8. Perceived quality
- since customers may not have complete info. about products, a
subjective assessment may be their only basis to determine quality
-subjective assessment is based on image, advertising or brand name
- since customers may not have complete info. about products, a
subjective assessment may be their only basis to determine quality
-subjective assessment is based on image, advertising or brand name
- A company need not pursue all eight dimensions simultaneously
as company seldom possible intends to charge unreasonably high
prices and technological limitations may impose further
constraints . A product can be improved in one dimension of
quality only while it may becomes worse in another.
- - for understand customers' expectations of product quality
- Dimensions of quality
(five gaps between
perception and
expectation)
- Costs of quality
- 1. prevention costs
- preventing the potential for quality problems
E.g training , quality improvement programe,
design, preventive maintenance, data
collection and analysis costs
- preventing the potential for quality problems
E.g training , quality improvement programe,
design, preventive maintenance, data
collection and analysis costs
- 2. Appraisal costs
- determining the quality of the system or products
E.g. inspection equipment, testing , laboratory,
inspector, evaluating the performance of system
and products
- determining the quality of the system or products
E.g. inspection equipment, testing , laboratory,
inspector, evaluating the performance of system
and products
- 3. Internal failure costs
- incurred引起 as a product failure before it is delivered to customers
E.g. rework, scrap, downtime 停工cost
- incurred引起 as a product failure before it is delivered to customers
E.g. rework, scrap, downtime 停工cost
- 4.External failure costs
- incurred when a product fails after it has been delivered to customers
E.g. rework , warranty costs, liability claims, penalties
- incurred when a product fails after it has been delivered to customers
E.g. rework , warranty costs, liability claims, penalties
- 1. prevention costs
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