2Quality Definitions (compiled by David Garvin) Transcendent – quality is intuitively understood but nearly impossible to communicateProduct-based – quality is found in the components and attributes of a productUser-based – quality is found on user satisfactionManufacturing-based – quality is conformity to specificationsValue-based – quality is indicated by the price, the product provides good value for the price
3Product Quality Dimensions PerformanceThe efficiency with which a product achieves its intended purpose2. FeaturesAttributes of a product that supplement the product’s basic performance.
4Product Quality Dimensions 3. Reliability The propensity for a product to perform consistently over its useful design life. 4. Conformance The product is within the allowable range of tolerance of the specifications.
5Product Quality Dimensions 5. Durability The degree to which a product tolerates stress or trauma without falling. 6. Serviceability The ease of repair for a product
6Product Quality Dimensions 7. Aesthetics The degree to which the product attributes are matched to consumer preferences 8. Perceived Quality This is based on customer opinion
7Service Quality Dimensions TangiblesInclude the physical appearance of the service facility, the equipment, the personnel and the communication materials.2. Service ReliabilityThis relates to the ability of the service provider to perform to promised service dependably and accurately.
8Service Quality Dimensions 3. Responsiveness The willingness of the service provider to be helpful and prompt in providing service. 4. Assurance The knowledge and courtesy of their employees and their ability to inspire trust and confidence.
9Service Quality Dimensions 5. Empathy The ability to provide customers caring, individualized attention
10Why is having different definitions of quality important Allows measures to be taken to provide a good basis for communication and planningLeads to improved product and service designThe Hewlett-Packard Case
11Activity 1Work in pair.Choose a product and use the product quality dimensions mentioned to give examples about each property.Choose a service with your team and use the service quality dimensions mentioned before to give examples about each property.
12Spheres of Quality Quality Management Quality Assurance Quality Control
13Quality Control The control process includes: Analysis phase (process is broken down into fundamental pieces)Relation (involves understanding the relationships between the partsGeneralization (involves perceiving how interrelationships apply to the larger phenomenon of quality being studied)
14Quality ControlIs a set of measures taken to ensure that defective products or services are not produced, and that the design meets performance requirements.
15Quality Control - Activities Monitoring process capability and stabilityMeasuring process performanceReducing process variabilityOptimizing processes to nominal measuresPerforming acceptance samplingDeveloping and maintaining control charts
16Quality AssuranceRefers to activities associated with guaranteeing the quality of a product or serviceThe best way to ensure quality is in the design of products, services and processes“Freedom from doubt”
17Quality Assurance - Activities Failure mode and effect analysisConcurrent engineeringExperimental designProcess improvementDesign team formation and managementOff-line experimentationReliability/ durability product testing
18Quality ManagementThese include processes that overarch and tie together the control and assurance activitiesQuality is viewed as the responsibility of all management and not just quality managers
19Quality Management - Activities Planning for quality improvementCreating a quality organizational cultureProviding leadership and supportProviding training and retrainingDesigning an organizational system that reinforces quality idealsProviding employee recognitionFacilitating organizational communication
20Activity # 2Choose a type of activity for a company or a factory that offers a product/service. Assume that you and your team are the owners of this company. List three examples of activities for each of the following:•Quality control•Quality assurance•Quality management