Managing Quality in Operations Management

Chapter 6 Overview

• The focus of Chapter 6 in the book 'Operations Management: Sustainability and Supply Chain Management' is on quality management.

Quality Management

• Arnold Palmer Hospital delivers over 11,000 babies annually.
• One of the quality tools NOT employed at Arnold Palmer Hospital is the Taguchi Method.

Learning Objectives

• The learning objectives of Chapter 6 include understanding the importance of quality, the role of inspection in Total Quality Management (TQM), and the tools used to improve quality.

Quality Robust Products

• Chapter 6 explains the concept of quality robust products, which refers to products that are designed to withstand variations in manufacturing and operating conditions.

Inspection in Total Quality Management

• The role of inspection in Total Quality Management (TQM) is to detect and correct defects during the production process.

Objectives of Operations Managers

• The objective of an operations manager in terms of quality is to ensure that products or services meet customer requirements and expectations.

Malcolm Baldrige National Quality Award

• The Malcolm Baldrige National Quality Award is designed to promote quality awareness, recognize quality achievements, and provide a framework for quality improvement.
• The purpose of the Malcolm Baldrige National Quality Award is to recognize U.S. organizations that have achieved excellence in quality management.

Quality Definition

• The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs is defined as quality.
• The American Society for Quality (ASQ) also defines quality in the same way.

ISO 9000 International Quality Standards

• ISO 9000 International Quality Standards encourage continuous improvement, customer satisfaction, and process management.
• The recent revision of ISO 9000 International Quality Standards aims to emphasize risk-based thinking, leadership, and process management.

Baldrige Criteria

• Applicants are evaluated on seven criteria in the Baldrige Criteria, including leadership, strategic planning, customer focus, measurement, analysis, and knowledge management, workforce focus, operations focus, and results.

Implications of Quality

• One of the implications of quality mentioned in the text is that it can lead to increased customer satisfaction and loyalty.