Introduction to Quality SCMT320 PDF

SCMT320 Introduction to Quality © 2016, Southern Alberta Institute of Technology Learning Outcomes – Explore product quality. – Discuss service quality. – Discuss supply chain quality. – Discuss quality from an operations and supply chain perspective. – Illustrate how supply chain qua...

SCMT320 Introduction to Quality © 2016, Southern Alberta Institute of Technology Learning Outcomes – Explore product quality. – Discuss service quality. – Discuss supply chain quality. – Discuss quality from an operations and supply chain perspective. – Illustrate how supply chain quality adds value to an organization. © 2016, Southern Alberta Institute of Technology Definitions of Quality “the totality of characteristics of an entity that bear upon its ability to satisfy stated and implied needs“ “a product or service free of deficiencies” “a predictable degree of uniformity and dependability with a quality standard suited to the customer” - Deming “fitness for use” – Juran “conformance to requirements” - Crosby https://asq.org/quality-resources/quality-glossary/q © 2016, Southern Alberta Institute of Technology Rolex or Timex…? Consider which is the better watch – a Rolex or a Timex? – A Rolex is most likely a ‘Mechanical’ operation watch – A Timex is most likely a Quartz operation watch COSC - Contrôle officiel Suisse des Chronomètres © 2016, Southern Alberta Institute of Technology Dimensions of Product Quality Product quality tends to focus on measurable, or tangible, aspects of the product and is primarily focused on manufacturing processes. © 2016, Southern Alberta Institute of Technology Dimensions of Product Quality 1. Performance: 2. Features: 3. Reliability: 4. Conformance: 5. Durability: 6. Serviceability: 7. Aesthetics: 8. Perceived quality: Garvin, D., “What Does ‘Product Quality’ Really Mean?” Sloan Management Review (Fall 1984): 25-43. © 2016, Southern Alberta Institute of Technology Dimensions of Product Quality 1. Performance: Involves the various operating characteristics of the product. For a television set, for example, these characteristics will be the quality of the picture and sound quality. 2. Features: These are characteristics that are supplemental to the basic operating characteristics. In an automobile, for example, a stereo CD player would be an additional feature. © 2016, Southern Alberta Institute of Technology Dimensions of Product Quality 3. Reliability: Reliability of a product is the degree of dependability and trustworthiness of the benefit of the product for a long period of time. It addresses the probability that the product will work without interruption or breaking down. © 2016, Southern Alberta Institute of Technology Dimensions of Product Quality 4. Conformance: It is the degree to which the product conforms to pre- established specifications. All quality products are expected to precisely meet the set standards. COSC - Contrôle officiel Suisse des Chronomètres © 2016, Southern Alberta Institute of Technology Dimensions of Product Quality 5. Durability: It measures the length of time that a product performs before a replacement becomes necessary. The durability of home appliances such as a washing machine can range from 10 to 15 years. 6. Serviceability: Serviceability refers to the promptness, courtesy, proficiency, and ease in the repair when the product breaks down and is sent for repairs. © 2016, Southern Alberta Institute of Technology Dimensions of Product Quality 7. Aesthetics: The aesthetic aspect of a product is comparatively subjective in nature and refers to its impact on the human senses such as how it looks, feels, sounds, tastes and so on, depending upon the type of product. Automobile companies make sure that in addition to functional quality, the automobiles are also artistically attractive. 8. Perceived quality: An equally important dimension of quality is the perception of the quality of the product in the mind of the consumer. Honda cars, Sony Walkman and Rolex watches are perceived to be high-quality items by the consumers. © 2016, Southern Alberta Institute of Technology Activity - Product Quality In groups of 4 assigned by the Instructor, consider one of the dimensions of product quality and provide an example of a product where the primary view of quality is determined by that dimension. 5 minutes is available. Assign a member of the group to share with the class. © 2016, Southern Alberta Institute of Technology Dimensions of Service Quality Service quality tends to be more focused on intangible activities and processes – there may be some tangible outputs; however, the intangible nature of the service is primarily the determinant of the customers view of the quality of the service. © 2016, Southern Alberta Institute of Technology Dimensions of Service Quality 1. RELIABILITY 2. RESPONSIVENESS 3. ASSURANCE 4. EMPATHY 5. TANGIBLES http://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-abou t/ Adapted from Parasuraman etSouthern © 2016, al Alberta Institute of Technology Dimensions of Service Quality 1 - Just Do It RELIABILITY: Do what you say you’re going to do when you said you were going to do it. Customers want to count on their suppliers, they value reliability. This is it - it’s three times more important to be reliable than have shiny new equipment or flashy uniforms. © 2016, Southern Alberta Institute of Technology Dimensions of Service Quality 2 - Do It Now RESPONSIVENESS: Respond quickly, promptly, rapidly, immediately, instantly. Waiting a day to return a call or email doesn’t make it. Even if customers are chronically slow in getting back to providers, responsiveness is more than 20% of their service quality assessment. © 2016, Southern Alberta Institute of Technology Dimensions of Service Quality 3 - Know What You’re Doing ASSURANCE: Service providers are expected to be experts in the service they are delivering. It’s a given. SERVQUAL research showed it’s important to communicate that expertise to customers. If a service provider is highly skilled, but customers don’t see that, their confidence in that provider will be lower. And their assessment of that provider’s service quality will be lower. © 2016, Southern Alberta Institute of Technology Dimensions of Service Quality 4 - Care about Customers as much as the Service EMPATHY: Services can be performed completely to specifications, yet customers may not feel that employees care about them during the service delivery; which ultimately affects customers’ assessments of the providers’ service quality. © 2016, Southern Alberta Institute of Technology Dimensions of Service Quality 5 - Look Sharp TANGIBLES: Even though this is the least impactful dimension, appearance matters, just not as much as the other dimensions. Service providers will still want to make certain their employees appearance, uniforms, equipment, and work areas look good. © 2016, Southern Alberta Institute of Technology  Dimensions of Service Quality Not All Dimensions Are Equal http://www.serviceperformance.com/the-5-service-dimensions-all-customers-care- about/ © 2016, Southern Alberta Institute of Technology Activity - Service Quality In groups of 4 assigned by the Instructor, consider one of the dimensions of service quality and provide an example of a service where the primary view of quality is determined by that dimension. 5 minutes is available. Assign a member of the group to share with the class. © 2016, Southern Alberta Institute of Technology Supply Chain Perspective In the supply chain we have a series of interconnected suppliers and customers. All will have a perception of the product and service quality. Quality in the supply chain is the same as any other discipline – striving for continuous improvement in everything we do with the focus on the customers needs! Remember the 7R’s of SCM © 2016, Southern Alberta Institute of Technology Supply Chain Perspective The Perfect order: Right Product Right Customer Perfect Right Place Order Right Quantity Right Time Right Condition Right Price © 2016, Southern Alberta Institute of Technology The 3 Spheres of Quality Quality management – Ties together the control and assurance activities Quality Management Quality assurance – Activities associated with guaranteeing the quality Quality Quality of a product or service Assurance Control Quality control – Activities associated with checking the product meets specifications © 2016, Southern Alberta Institute of Technology The 3 Spheres of Quality Quality Management – The management processes that overarch and tie together the control and assurance activities make up quality management. Quality Management – The integrative view of quality management is the idea that quality is the responsibility of all managers, Quality Quality Assurance Control supervisors, and employees. – A structured, formalized system that demonstrates and records all quality activity within an organization. – Examples of structured quality management systems are: ISO9001, EFQM, BEF © 2016, Southern Alberta Institute of Technology The 3 Spheres of Quality Quality Assurance – Assurance refers to proactive activities associated with guaranteeing and improving the Quality quality of a product or service. Management – Quality assurance activities include: Quality Quality Assurance Control Continuous improvement focus Design of Experiments Process improvement Statistical Process Control Value Stream Mapping Failure mode and effects analysis Reliability/durability product testing © 2016, Southern Alberta Institute of Technology The 3 Spheres of Quality Quality Assurance – Assurance refers to proactive activities associated with guaranteeing and improving the Quality quality of a product or service. Management – Quality assurance activities include: Quality Quality Assurance Control Continuous improvement focus Design of Experiments Process improvement Statistical Process Control Value Stream Mapping Failure mode and effects analysis Reliability/durability product testing © 2016, Southern Alberta Institute of Technology The 3 Spheres of Quality Quality Control – Quality Control refers to reactive activities associated with measuring and inspecting the quality of a Quality product or service to a certain Management standard or specification. Quality Quality – Quality Control activities include: Assurance Control Monitoring process capability and stability Measuring process performance Performance acceptance sampling Developing and maintaining control charts © 2016, Southern Alberta Institute of Technology The 3 Spheres of Quality Quality Management – Is a system for managing quality such as ISO9001, Quality EFQM etc. Management Quality Assurance Quality Control Quality Assurance – Is an approach to continuous improvement such as Six Sigma, Lean etc. © 2016, Southern Alberta Institute of Technology Questions….? ? ? © 2016, Southern Alberta Institute of Technology