L9:Q- Control

L9:Q- Control

Initial Cases
1. Four Seasons Hotal
2. Ryanair
What is Quality?
Defining Quality
1. Service vs Manufacturing
2. Bad Quality -GAPS
  1. Closing the GAP - Alignment in Quality
    1. NB - Perception - Expectation Gap Model
  2. Customer - Op. Specification Gap
  3. Quality Specification - Actual Quality Gap
  4. Concept - Specification Gap
  5. Actual Quality - Communication Image Gap
3. Source of Q problems (Figure) NB
Measuring the Cost of Quality
1. Cost of Bad Quality - Video NB!!
  1. Prevention Costs
  2. Appraisal Costs
  3. Internal Costs (Defects)
  4. External Costs (Defects)
2. Examples
  1. Wall-Mart (Heaters)
  2. BBC UK Patients
  3. Bank ATM Errors
3. Table 12.3 P397
QA & QC
1. QA (Actions)
2. QC (Activities)
Achieving Conformance Specification
1. Step 1: Defining Q - Characteristics
  1. Functionality
  2. Appearance
  3. Contact
  4. Durability
  5. Reliability
  6. Recovery
2. Step 2: How to measure each characteristic?
  1. Variables
  2. Attributes
3. Step 3: Set Quality Standards
4. Step 4: Quality Control
  1. Errors
  2. Sampling
  3. Inspection
  4. FOLO
  5. Before Despatch
QC - Services
1. Consequences
2. CC Training
  1. Examples
    1. CSat, CES, NPS
3. Customer Service Quality (Complaints)
4. Interaction
5. Mystery Shoppers
Impact of Variation in Processes
Statistical Process Control
1. NB - Video
2. SPC
  1. Mean Chart
  2. Range Chart
3. UCL & LCL
4. Rules of Interpretation
  1. A control limit is breached
  2. There's a run of 7 points
  3. There is a cyclical pattern
  4. There's an unusual distribution of data
Benefits of SPC
Q-Systems
1. Six Sigma
2. Other Approaches
  1. Responsibilities, Procedures, Measurement Systems
Final Case
1. Turnaround at the Preston Plant

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