Podcast
Questions and Answers
What is a primary goal of Statistical Process Control?
What is a primary goal of Statistical Process Control?
What is a characteristic of Quality Assurance?
What is a characteristic of Quality Assurance?
Which of the following is NOT a component of the PDCA cycle?
Which of the following is NOT a component of the PDCA cycle?
Which step is the first in the HACCP process?
Which step is the first in the HACCP process?
Signup and view all the answers
What type of danger does HACCP primarily focus on?
What type of danger does HACCP primarily focus on?
Signup and view all the answers
Which of the following best describes the concept of intangibility in service quality?
Which of the following best describes the concept of intangibility in service quality?
Signup and view all the answers
What does the dimension of reliability in service quality emphasize?
What does the dimension of reliability in service quality emphasize?
Signup and view all the answers
Which of the following is NOT one of the HIPI principles in service quality?
Which of the following is NOT one of the HIPI principles in service quality?
Signup and view all the answers
How is the dimension of responsiveness in service quality best defined?
How is the dimension of responsiveness in service quality best defined?
Signup and view all the answers
Which quality dimension focuses on establishing trust and confidence with customers?
Which quality dimension focuses on establishing trust and confidence with customers?
Signup and view all the answers
What was a significant development in quality management during the 1950s?
What was a significant development in quality management during the 1950s?
Signup and view all the answers
Which of the following characterized Taylorism?
Which of the following characterized Taylorism?
Signup and view all the answers
What was a major issue with traditional quality inspection methods?
What was a major issue with traditional quality inspection methods?
Signup and view all the answers
Which of the following best describes the focus of the 1980s in quality management?
Which of the following best describes the focus of the 1980s in quality management?
Signup and view all the answers
What was the role of the quality control department in early quality management approaches?
What was the role of the quality control department in early quality management approaches?
Signup and view all the answers
What does the transcendent approach to quality imply?
What does the transcendent approach to quality imply?
Signup and view all the answers
In the product-based approach, which of the following best defines quality?
In the product-based approach, which of the following best defines quality?
Signup and view all the answers
How does the manufacturing-based approach measure quality?
How does the manufacturing-based approach measure quality?
Signup and view all the answers
Which dimension of quality refers to the likelihood that a product will last without failing?
Which dimension of quality refers to the likelihood that a product will last without failing?
Signup and view all the answers
In the user-based approach, how is quality determined?
In the user-based approach, how is quality determined?
Signup and view all the answers
The value-based approach measures quality based on which factor?
The value-based approach measures quality based on which factor?
Signup and view all the answers
Which dimension of product quality specifically addresses how a product looks and feels?
Which dimension of product quality specifically addresses how a product looks and feels?
Signup and view all the answers
What aspect does serviceability of a product focus on?
What aspect does serviceability of a product focus on?
Signup and view all the answers
Study Notes
Quality Management
- Quality is defined as the totality of features and characteristics of a product or service that bears upon its ability to satisfy expressed or implied needs.
Concept of Quality
- Needs can be spoken (explicit) or latent (implied, potential).
- Needs can be objective (measurable, based on contracts or standards) or subjective (related to usefulness, customer perception).
5 Approaches to Defining Quality - Garvin
The Transcendent Approach
- Quality is difficult to precisely define. It's recognized intuitively, like innate excellence (e.g., artwork).
The Product-based Approach
- Quality is measurable. Products are ranked according to attributes like function or memory capacity.
The Manufacturing-based Approach
- Quality is measured based on production consistency with specified requirements. A target +/- allowed variation is a key aspect of this approach.
The User-based Approach
- Quality is judged by the consumer. Individual preferences vary widely.
The Value-based Approach
- Quality is related to cost and price. The benefit of the product or service must outweigh the cost. Customer needs to feel they got their money's worth.
8 Dimensions of Product Quality – Garvin
- Performance: Primary operating characteristics.
- Features: Extra attributes beyond basic performance (bells and whistles).
- Reliability: Probability of a product working without failure over a specific period. Often measured by Mean Time To Failure (MTTF).
- Conformance: Degree to which a product meets specifications.
- Durability: Measure of product life.
- Serviceability: Speed and effectiveness of repair.
- Aesthetics: How the product looks, feels, sounds, tastes, and smells. Subjective and often reliant on personal preferences.
- Perceived Quality: Consumers' perceptions of quality, influenced by brand name, advertising, etc.
Service Quality
- Heterogeneity: Quality of service varies greatly, due to human involvement in the service process.
- Intangibility: Services can't be touched or seen before consumption; no physical specimen.
- Perishability: Services cannot be stored; demand varies and difficulty in supply can occur.
- Inseparability: Providing a good service is inseparable from the service itself. Good service and poor service are inextricably linked in the service experience.
10 Quality Dimensions of Services
- Reliability: Consistently delivering service according to standards.
- Responsiveness: Willingness and speed of service delivery.
- Competence: Possession of required skills and knowledge by service providers.
- Access: Ease of reaching the service provider.
- Courtesy: Politeness, respect, and friendliness of service personnel.
- Communication: Clarity and effectiveness in communication with the customer.
- Credibility: Trustworthiness and honesty of the service personnel.
- Security: Protection of customer assets and well-being.
- Understanding the Customer: Efforts to understand customer needs and preferences.
- Tangibles: Physical aspects of the service, like facilities and equipment.
History of Quality Management
- Early 1920s: Scientific management (Taylor, Gilbreth)
- 1920s - 1930s: Statistical process control (Shewart)
- 1930s-1940s: Acceptance sampling (Dodge, Roming) - Military standards introduced
- 1950s: Quality management in Japan (Deming, Juran) - Taguchi Method, quality tools emerged
- 1960s-1970s: Quality becomes strategic in the US - Lean, TQM, and Baldrige Award were introduced.
- 1980s - 1990s: Reengineering, Six Sigma
- 2000s: Supply chain management, improvement of supplier development, Contingency theory
Quality and Taylorism
- Taylorism involves dividing processes into short steps and using specialized workers, with standard tools and procedures. This is designed to maximize efficiency and standardization resulting in high output.
- Quality concerns were often separated from product development and are now handled as quality control departments at the end of the process.
Quality Inspection
- Goal: To separate defective products.
- Target: The product
- Method: Comparison with specifications through inspection.
- Results: Defective products are identified and separated.
Statistical Process Control (SPC) - 1920s
- Developed by Shewart and implemented by Deming in Japan after World War II
- Uses statistical methods to identify and fix process flaws to improve and prevent failure.
- Goal: Prevent production failures
- Target: The process
- Method: PDCA (Plan, Do, Check, Act) cycle
- Result: Improved quality
Quality Assurance
- Goal: Prevent product failures
- Target: The system itself (processes, resources, structure)
- Method: Audits.
- Result: Trust is built in the product/service.
Hazard Analysis for Critical Control Points (HACCP)
- Obligation: Necessary in food industry
- Focus: Avoiding hazards like physical, chemical or biological contaminants.
- Types of hazards: Physical (e.g., dirt, lubricant), Chemical (e.g., pesticides, chemicals), and Biological (e.g., bacteria, mold)
HACCP Seven Steps
- Hazard analysis
- Critical Control Points (CCPs) identification
- Critical limits establishment
- Monitoring system setup
- Corrective action development
- Verification procedures establishment.
- Record keeping procedures establishment.
Quality Management System
- Goal: Prevent failures within the system
- Target: The whole system
- Method: Using TQM principles.
- Result: Products meet the requirements.
Total Quality Management (TQM)
- Main principles: Customer focus & continuous improvement & total commitment.
- Supporting principles: Leadership, Training & Education, Supporting elements, Communication & Reward, & Measurement
Difference Between Quality Assurance and Management
- A practical difference can be viewed between a fast food restaurant and a high-end restaurant in terms of customer service. Safe food is essential for any restaurant. High-end restaurants often value elegant appearance, etiquette, and friendly service. Fast-food restaurants prioritize speed and efficiency.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Related Documents
Description
This quiz explores key concepts in quality management, including various approaches to defining quality. Learn about the transcendent, product-based, manufacturing-based, and user-based definitions of quality, as well as the importance of understanding customer needs. Test your understanding of these vital principles in the realm of quality assurance.
