L9:Q- Control

L9:Q- Control

1. Initial Cases

   • Four Seasons Hotal
   • Ryanair

2. What is Quality?

3. Defining Quality

   • Service vs Manufacturing
   • Bad Quality -GAPS
     • Closing the GAP - Alignment in Quality
       • NB - Perception - Expectation Gap Model
     • Customer - Op. Specification Gap
     • Quality Specification - Actual Quality Gap
     • Concept - Specification Gap
     • Actual Quality - Communication Image Gap
   • Source of Q problems (Figure) NB

4. Measuring the Cost of Quality

   • Cost of Bad Quality - Video NB!!
     • Prevention Costs
     • Appraisal Costs
     • Internal Costs (Defects)
     • External Costs (Defects)
   • Examples
     • Wall-Mart (Heaters)
     • BBC UK Patients
     • Bank ATM Errors
   • Table 12.3 P397

5. QA & QC

   • QA (Actions)
   • QC (Activities)

6. Achieving Conformance Specification

   • Step 1: Defining Q - Characteristics
     • Functionality
     • Appearance
     • Contact
     • Durability
     • Reliability
     • Recovery
   • Step 2: How to measure each characteristic?
     • Variables
     • Attributes
   • Step 3: Set Quality Standards
   • Step 4: Quality Control
     • Errors
     • Sampling
     • Inspection
     • FOLO
     • Before Despatch

7. QC - Services

   • Consequences
   • CC Training
     • Examples
       • CSat, CES, NPS
   • Customer Service Quality (Complaints)
   • Interaction
   • Mystery Shoppers

8. Impact of Variation in Processes

9. Statistical Process Control

   • NB - Video
   • SPC
     • Mean Chart
     • Range Chart
   • UCL & LCL
   • Rules of Interpretation
     • A control limit is breached
     • There's a run of 7 points
     • There is a cyclical pattern
     • There's an unusual distribution of data

10. Benefits of SPC

11. Q-Systems

    • Six Sigma
    • Other Approaches
      • Responsibilities, Procedures, Measurement Systems

12. Final Case

    • Turnaround at the Preston Plant