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What is Quality? Differing Functional Perspectives on Quality The Three Spheres of Quality Other Perspectives on Quality Arriving at a Common Perspective 1. Introduction Quality management involves flows. There are process flows, information flows, material flows, and flows of funds. Each of these flows has to operate effectively, efficiently, and with outstanding quality. . Like a river, we refer to these as upstream and downstream flows. 5 Approaches to Defining Quality - Garvin The Transcendent Approach: a quality cannot be defined precisely, we learn to recognize it only through experience Innate excellence 5 Approaches to Defining Quality - Garvin The Product-based Approach: quality is precise and measurable variable, products can be ranked - quality products have more attributes (computer with more memory) T e Piece 44 5 Approaches to Defining Quality - Garvin The Manufacturing based Approach products or services meet stated requirements, Manufacturing and engineering practise - Quality is measured by the manufacturer's ability to target the requirements consistently with little variability ... 5 Approaches to Defining Quality - Garvin The User-based Approach : quality of a product is determined by the consumer. There are widely varying individual preferences 5 Approaches to Defining Quality - Garvin The Value-based Approach : quality is defined in costs and prices. How much is the benefit of the good or service outweigh the cost? 200 Did the costumer get his or her money's worth? kra! 190 C. What is Quality? Garvin's Product Quality Dimensions - Performance > Features > Reliability >> Conformance - Durability Serviceability > Aesthetics >> Perceived Quality What is Quality? Garwin's Product Quality Dimensions Performance Feature >Reliability Conformance Efficiency with which a product achieves its intended purpose . What is Quality Garvin's Product Quality Dimensions Attributes that supplement the product's basic performance Performance -Features Rolby >Conformance What is Quality Garwin's Product Quality Dimensions Performance >Features Reliability Conformance Product's propensity to perform consistently over the product's useful life What is Quality Garwin's Product Quality Dimensions -Adherence to quantifiable specifications -Poctormance -Features Robility -Conformance What is Quality Garvins Product Quality Dimensions - Ability to tolerate stress or trauma without failing -Durability - Service Asthetics Preved Online What is Quality Garvin's Product Quality Dimensions - The ease and low cost of repair for a product -Dubi - Serviceability Austics Parceived What is Quality Garvins Product Quality Dimensions - Degree to which product attributes are matched to consumer preferences -Duty - Serviceability - Aesthetics Porterved Quality What is Quality Garwin's Product Quality Dimensions - Quality as the customer -Durabity perceives it...image. Service recognition, word of mouth, Asthi Perceived Quality CV w.. T- HIPI principles Heterogenity Intangibility Perishability Inseparability What is Quality PZ&Bs Service Quality Dimensions Tangibles Service Reliability Responsiveness Assurance Empathy What is Quality PZ&B & Service Quality Dimensions - Tangibles - Service Reliability - Responsiveness Asurance > Emothy Physical appearance of the facility, equipment, personnel and communications materiais ww What is Quality PZ&Bs Service Quality Dimensions -Tangible - Service Reliability Responsiveness Astance > Empathy The ability of the service provider to perform the promised service dependably and accurately What is Quality PZ&B Service Quality Dimensions Things Sonice Reliability Responsiveness Assurance Empathy -The willingness of the provider to be helpful and promptin providing service What is Quality PZ&Bs Service Quality Dimensions Tangibles -The knowledge and courtesy Service Reliability of the employees and their Responsiveness ability to inspire trust and > Assurance confidence > Empathy What is Quality PZ&B & Service Quality Dimensions -Caring individualized attention from the service firm Tangibles Service Poloboty Responsiveness >> Assurance > Empathy What is Quality? Why does it matter that different definitions of quality exist? What is Quality? Differing Fictional Perspectives on Quality Functional Perspectives on quality include: Supply Chain Management Engineering Operations Strategic Management Marketing Financial Accounting Human resources Y1 1- What is Quality? Differing Functional Perspectives on Quality Supply Chain Management Upstream activities Core processes Downstream activities Conce 1- What is Quality? Differing Functional Perspectives on Quality Engineering Applying mathematical problem-solving skills and modeling techniques Design Leyde Product Design Process Design What is Quality? Differing Functional Perspectives on Quality Operations Management Specify Hype Statistical Process Control (SPC) Shewhart's Control Process for Com Pole De by Police What is Quality? Differing Functional Perspectives on Quality www Price Operations Management pe Uses the systems view that underlies modem quality management thinking Conversion System Model of Operations Management 1. What is Quality? Differing Functional Perspectives on Quality Strategic Management Firms establish a planned course of action to achieve quality objectives Course of action must be cohesive and coherent in terms of goals, policies, plans, and sequencing to achieve quality improvement Aids an organization to achieve a sustainable competitive advantage Payment What is Quality? Differing Functional Perspectives on Quality Marketing Organization Focuses on perceived quality of goods and Ofering Payment services Offering The primary marketing Intermediary tools for influencing Offering Payment customers perception of quality are price and Customers advertising Marketing System The customer is the focus of marketing related quality improvement 1. Deming Chain What is Quality? Differing Functional Perspectives on Quality Financial Relies more on quantified, measurable, results-oriented thinking Identify and measure costs of quality by conducting trade-off and break-even analysis The pursuit of quality does not safeguard a company against bad management C. What is Quality? Differing Functional Perspectives on Quality Financial Law of diminishing returns Cost Total Quality Costs Sum of Losses and Costs Minimum Cost Lases Due to TO Costs of Improving Differing functional perspectives on Quality Financial Law of diminishing returns Cost Total Quality Costs Sum of Losses and Costs Minimam Cost Losses Due to Costs of improving Poor Quality Quality Optimum Quality Level What is Quality? Differing Functional Perspectives on Quality Human Resources Employee empowerment Organizational design Job analysis Quality management flourishes where the workers and company's needs are closely aligned COM T- What is Quality? What is Quality? The Three Spheres of Quality Quality Management Quality Assurance Quality Control Copyright 2016 Pearson Education, Inc. Publishing as Prentice Hall 1-0 What is Quality? Other Perspectives on Quality: Value Added Perspective on Quality Cultural Perspective on Quality Copyright 2016 Person Education, Inc. Publishing a Pentice Hut 1.0 What is Quality? Chapter 1 Review There are different perspectives on quality There is disagreement on the definition of quality Functional perspectives on quality vary greatly Quality control, quality assurance and quality management focus on different aspects of quality Quality improvement requires a complex mix of system design, organizational design, rewards design, and process design Copyright 2016 Person Education Inc. Publishing Prentice Hal 1-0