Quality Management Concepts

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.

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.