L9:Q- Control

peru.fourie
Mind Map by , created almost 6 years ago

MBA Operations Management (Lesson 9: Quality Control) Mind Map on L9:Q- Control, created by peru.fourie on 11/05/2013.

41
0
0
peru.fourie
Created by peru.fourie almost 6 years ago
L5:Supply Chain
peru.fourie
L6: Capacity Management
peru.fourie
GCSE Maths Quiz
Andrea Leyden
Metallic bonding
anna.a.graysmith
AQA GCSE Business Studies -Unit 1
Anya Riley
Product & Service Design
peru.fourie
CAMP Exam
Jasu banwait
L3: Process Analysis
peru.fourie
L2: High-level Process Design
peru.fourie
L9:Q- Control
1 Initial Cases
1.1 Four Seasons Hotal
1.2 Ryanair
2 What is Quality?
3 Defining Quality
3.1 Service vs Manufacturing
3.2 Bad Quality -GAPS
3.2.1 Closing the GAP - Alignment in Quality
3.2.1.1 NB - Perception - Expectation Gap Model
3.2.2 Customer - Op. Specification Gap
3.2.3 Quality Specification - Actual Quality Gap
3.2.4 Concept - Specification Gap
3.2.5 Actual Quality - Communication Image Gap
3.3 Source of Q problems (Figure) NB
4 Measuring the Cost of Quality
4.1 Cost of Bad Quality - Video NB!!
4.1.1 Prevention Costs
4.1.2 Appraisal Costs
4.1.3 Internal Costs (Defects)
4.1.4 External Costs (Defects)
4.2 Examples
4.2.1 Wall-Mart (Heaters)
4.2.2 BBC UK Patients
4.2.3 Bank ATM Errors
4.3 Table 12.3 P397
5 QA & QC
5.1 QA (Actions)
5.2 QC (Activities)
6 Achieving Conformance Specification
6.1 Step 1: Defining Q - Characteristics
6.1.1 Functionality
6.1.2 Appearance
6.1.3 Contact
6.1.4 Durability
6.1.5 Reliability
6.1.6 Recovery
6.2 Step 2: How to measure each characteristic?
6.2.1 Variables
6.2.2 Attributes
6.3 Step 3: Set Quality Standards
6.4 Step 4: Quality Control
6.4.1 Errors
6.4.2 Sampling
6.4.3 Inspection
6.4.4 FOLO
6.4.5 Before Despatch
7 QC - Services
7.1 Consequences
7.2 CC Training
7.2.1 Examples
7.2.1.1 CSat, CES, NPS
7.3 Customer Service Quality (Complaints)
7.4 Interaction
7.5 Mystery Shoppers
8 Impact of Variation in Processes
9 Statistical Process Control
9.1 NB - Video
9.2 SPC
9.2.1 Mean Chart
9.2.2 Range Chart
9.3 UCL & LCL
9.4 Rules of Interpretation
9.4.1 A control limit is breached
9.4.2 There's a run of 7 points
9.4.3 There is a cyclical pattern
9.4.4 There's an unusual distribution of data
10 Benefits of SPC
11 Q-Systems
11.1 Six Sigma
11.2 Other Approaches
11.2.1 Responsibilities, Procedures, Measurement Systems
12 Final Case
12.1 Turnaround at the Preston Plant

Media attachments