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
hihi
To export a reference to this article please select a referencing stye below.
Assignment Hippo (2022) . Retrive from https://assignmenthippo.com/sample-assignment/man3506-operations-management
"." Assignment Hippo ,2022, https://assignmenthippo.com/sample-assignment/man3506-operations-management
Assignment Hippo (2022) . Available from: https://assignmenthippo.com/sample-assignment/man3506-operations-management
[Accessed 15/08/2022].
Assignment Hippo . ''(Assignment Hippo,2022) https://assignmenthippo.com/sample-assignment/man3506-operations-management accessed 15/08/2022.
Want to order fresh copy of the Sample Template Answers? online or do you need the old solutions for Sample Template, contact our customer support or talk to us to get the answers of it.
Our motto is deliver assignment on Time. Our Expert writers deliver quality assignments to the students.
Get reliable and unique assignments by using our 100% plagiarism-free.
Get connected 24*7 with our Live Chat support executives to receive instant solutions for your assignment.
Get Help with all the subjects like: Programming, Accounting, Finance, Engineering, Law and Marketing.
Get premium service at a pocket-friendly rate at AssignmentHippo
I was struggling so hard to complete my marketing assignment on brand development when I decided to finally reach to the experts of this portal. They certainly deliver perfect consistency and the desired format. The content prepared by the experts of this platform was simply amazing. I definitely owe my grades to them.
Get instant assignment help