MAN3506 Operations Management


Operations Management

Midterm Exam Notes

Ch. 9

Insights on various aspects of quality management

Q = P-E

Quality = Performance - Expectations

=0 expectations have been met

>1 expectations have not been met

<1 exceeds expectations

Dimensions of Quality

Product Quality           + Note Price is NOT a dimension of quality

Performance- main characteristics of the product (everything works)

Aesthetics- appearance, feel, touch (interior & exterior design)

Special features- extra characteristics (high tech GPS, convenience, placement of gauges)

Conformance- how well a product conforms to design specification (car matches manufactures specifications)

Reliability- dependable performance (infrequent need for repairs)

Durability- ability to perform over time (useful in miles, resistance to rust)

Perceived quality- indirect evaluation of quality, reputation (top rated)

Serviceability- handling of complaints of repairs (ease of repair)

Service Quality

Reliability – was the problem fixed and wil the fix last

Responsiveness- ability to answer questions

Assurance- knowledgeable

Convenience- location of service center

Time- how long customer have to wait (Speed)

Courtesy (empathy)

Tangibles- clean facilities, personnel neat

Consistency- service quality good?

Challenges with service quality:

Customers wants are often industry specific. Ex. Healthcare vs dry cleaning

Customer complaints may be due to unrelated factors (poor health, mood, weather)

Customer expectations change over time

Consequences of…

Process Improvement



Process Improvement: Map, Analyze, Redesign

Quality Tools


Check Sheet

Scatter Diagram

(Run Chart)


Pareto Chart

Cause-and-Effect – (Ishikawa Diagram, Fishbone Diagram)

Control Chart



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