Quality Management

Quality Management

1. 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
   • 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
   • Production separated from consumption /simultaneous production and consumption
     • goods can be produced now and used later
     • Services are consumed while they are produced
   • Non-perishable/ perishable
     • Services are perishable in the sense that they cannot be stored , resold, saved or returned.

2. - cannot separate them clearly - use 'product' to represent both

3. 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
   • 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

4. 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)
   • quality assurance (QA)
     • 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

5. Dimensions of quality (David Garvin)

   • - for understand customers' expectations of product quality
   • 1.Performance
     • 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
   • 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
   • 4. conformance
     • 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
   • 6. Serviceability
     • 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.
   • 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
   • 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.

6. Dimensions of quality (five gaps between perception and expectation)

7. 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
   • 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
   • 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
   • 4.External failure costs
     • incurred when a product fails after it has been delivered to customers E.g. rework , warranty costs, liability claims, penalties