代写论文网专业代写留学生管理学课程作业.Week 2
Operations Management
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QUALITY MANAGEMANT
Week 2
Operations Management
2Quality is important
?Quality is one of the five general operations performance measures:
?Quality
?Speed
?Dependability
?Flexibility
?CostWeek 2
Operations Management
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What is quality ?
?Quality may be defined as
Consistent conformance to customer expectations
?There are other definitionsQuality characteristics of goods and services
Functionality –how well the product or service does the job for which it was intended.
Appearance –aesthetic appeal, look, feel, sound and smell of the product or service.
Reliability –consistency of product or services performance over time.
Durability –the total useful life of the product or service.Recovery –the ease with which problems with the product or service can be rectified or resolved.Contact –the nature of the person-to-person contacts that take place.
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Operations Management
8http://www.dxlws.com/liuxueshengzuoye/Attribute and variable measures of qualityAttributesVariables
Defective or not defective?
Measured on a continuous scale
Light bulb works or does not work?
Light emission of bulb
Number of defects in a turbine blade
.
Length of blade
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?Product/materials level -Inspection
?Finished product inspection
?Inspection of purchased components
?Inspection of materials
•100% Inspection
•Sampling (Statistical Quality Control) (SQC)
–Setting standard for acceptance
–Possible errors
Quality control and management
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?Processes & equipment level –Quality control
–Statistical Process Control (SPC)
Quality control and management
Time
Some measure of operations performance
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?System level –Quality assurance
?Operational procedures
?Inspection procedures
?Maintenance
?Transport & storage
?Management procedures
?Management structure
?Traceability
Quality control and management
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The ISO 9000 Approach
?Quality systems consists of three levels:
?Level 1 -company quality manual
?Level 2 -procedures manual
?Level 3 -work instructions
?Say what you do –documentation on the above
?Do what you said
?Auditing and improvement
Total Quality Management
•Covering all parts of the organization
•Including all staff of the organization
•Considering all costs related to quality
•Taking every opportunity to get things right
•Developing systems for quality and improvement
•Continuous improvement --never stop!
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Operations Management16
•Meeting customer needs and expectations
The quality gurus
Quality is free –the optimum is zero defectsDeming’s 14 pointsHow to use statistics
Total quality controlQuality as fitness for use, rather than conformance to specificationLoss functionMinimize variationQuality circles and cause and effect diagrams Philip CrosbyW. Edwards Deming
Armand FeigenbaumKaoru IshikawaJoseph JuranGenichiTaguchi
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?Data capture
?Classification, frequency & prioritisation of problems
?Cause & effect analysis
?Process analysis
?Quality circles
Improving quality (or other performance)Prioritizing process objectivesPriorities should be determined byIMPROVEMENT PRIORITIES
The
IMPORTANCE
of each competitive objectiveYour
PERFORMANCE
in each competitive objective
Week 2
Operations Management23Order-winning objectives
For this product/service does this performance objective ......
代写留学生作业Nine-point importance scale1. Provide a crucial advantage with customers.2. Provide an important advantage with most customers.
3. Provide a useful advantage with most customers.
4. Need to be up to good industry standard.
5. Need to be around median industry standard.
6. Need to be within close range of the rest of the industry.
7. Not usually important but could become more so in future.
8. Very rarely rate as being important.
9. Never come into consideration.Qualifying objectivesLess important objectives
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