Lesson 12: Quality Management PDF

Lesson 12: Quality management LO1 – Define the Quality from both the customers’ and the operations perspective Quality-customer: quality is based on individual perceptions and experiences. Quality-operations: meeting specific standards and ensuring consistency, meeting clear specifications that ar...

Lesson 12: Quality management LO1 – Define the Quality from both the customers’ and the operations perspective Quality-customer: quality is based on individual perceptions and experiences. Quality-operations: meeting specific standards and ensuring consistency, meeting clear specifications that are designed and implemented through the operation’s processes LO2 – List and explain 4 ‘gaps’ with regards to how quality problems can be diagnosed GAP 1 Customer’s Specification – Operation’s Specification Gap: the operations standard is below the standard expected by the customer GAP 2 Concept – Specification Gap: The organization hasn’t produced what is set out to do at the concept stage. It’s final product doesn’t align with the original concept design or purpose. GAP 3 Quality Specification – Actual Quality Gap: Perceived quality could be poor because of mismatch between specified quality and actual quality. GAP 4 Actual Quality – Communicated Image Gap : External communications/market image and the actual quality of the product or service do not align. Marketing has set unachievable expectations or Operations are not capable. LO3 – List and describe the 6 steps required to achieve ‘conformance to specification Step 1: Define the Quality Characteristics (Identify the key features of the product or service that contribute to its quality.) Step 2: Decide How to Measure Each Characteristic Step 3: Set Quality Standards (Establish acceptable levels of performance for each quality characteristic) Step 4: Control Quality Against Those Standards (Regularly check that the products or services meet the established quality standards) Step 5: Find and Correct Causes of Poor Quality (When quality issues are identified, it's crucial to find and address their root causes) Step 6: Continue to Make Improvements (Once problems are addressed, further improvements should be made to enhance the product or service quality continually) LO4 - List and describe the four costs of quality PAIE – Prevention Costs: These are costs incurred to prevent quality issues before they occur. – Appraisal Costs: These are the costs of measuring and assessing quality during and after production to identify any problems. – Internal Failure Costs: These costs are incurred when quality problems are detected and fixed within the organization before the product or service reaches the customer. – External Failure Costs: These are the costs that arise when a product or service fails to meet quality standards after reaching the customer. Lesson 13: Project Management LO1 Explain what projects are and their common features: What is it? A set of activities with a defined start point and a defined end state, which pursues a defined goal and uses a defined set of resources Common features: mission oriented, unique outcomes, non rutine and complex tasks, high risk and uncertainty, triad of PM, not a programm. LO2: Exemplify what project management is, its 6 stages and the role of the project manager What is it? Project management aims to balance quality, time and cost (iron triangle) while also managing projects across multiple organizational functions. 6 stages: Understaning the project, defining the project, project planning, technical execution, project control, learning. Role: The project manager is responsible for delivering the project, organizing the team, and overseeing day-to-day operations LO3: Differentiate between project objectives, scope and strategy Project objectives: Objectives define the project’s end goal and serve as benchmarks for progress and success Project scope: The scope defines the boundaries of the project—what will and will not be included Project strategy: outlines how the project will achieve its objectives. LO4: Describe the 5 main activities/stages within project planning and its 4 main purposes Five stages: identify profect activities (WBS); Estimate activities times and resources requirements; identify citivity relationships and dependencies (Gantt chart or networlk analysis); identify time and resources constraints; fix schedule for time and resources Purposes: Determine cost and duration; resource allocation; work allocation and progress monitoring; assesing impact of changes.