MAN3506
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
DMAIC
PDCA
Process Improvement: Map, Analyze, Redesign
Quality Tools
Flowchart
Check Sheet
Scatter Diagram
(Run Chart)
Histogram
Pareto Chart
Cause-and-Effect – (Ishikawa Diagram, Fishbone Diagram)
Control Chart
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