ManagingQuality-PearsonHigherEd.pptVIP

Operations Management;Outline;Outline – Continued;Outline – Continued;Outline – Continued;Outline – Continued;Learning Objectives;Managing Quality Provides a Competitive Advantage;Quality and Strategy;Two Ways Quality Improves Profitability;The Flow of Activities;Defining Quality;Different Views;Implications of Quality;Key Dimensions of Quality;Malcom Baldrige National Quality Award;Baldrige Criteria;Takumi;Costs of Quality;External Failure;Leaders in Quality;Ethics and Quality Management;International Quality Standards;ISO 14000Environmental Standard;TQM;Deming’s Fourteen Points;Deming’s Fourteen Points;Seven Concepts of TQM;Continuous Improvement;2. Do Test the plan;Six Sigma;Two meanings Statistical definition of a process that is 99.9997% capable, 3.4 defects per million opportunities (DPMO) A program designed to reduce defects, lower costs, and improve customer satisfaction;Six Sigma Program;Six Sigma;Six Sigma Implementation;Employee Empowerment;Quality Circles;Use internal benchmarking if you’re big enough;Benchmarking Factors for Web Sites;Best Practices for Resolving Customer Complaints;Just-in-Time (JIT);Just-in-Time (JIT);Just-In-Time (JIT) Example;Just-In-Time (JIT) Example;Taguchi Concepts;Quality Robustness;Quality Loss Function;Unacceptable;Tools of TQM; / / ;Seven Tools of TQM;Seven Tools of TQM;Seven Tools of TQM;Seven Tools of TQM;Seven Tools of TQM;Seven Tools of TQM;Cause-and-Effect Diagrams;Pareto Charts;Flow Charts;Statistical Process Control (SPC);An SPC Chart;Inspection;When and Where to Inspect;Inspection;Source Inspection;Service Industry Inspection;Service Industry Inspection;Service Industry Inspection;Service Industry Inspection;Service Industry Inspection;Attributes Versus Variables;TQM In Services;Service Quality;ServiceSpecificationsat UPS;Determinants of Service Quality;Service Recovery Strategy