1. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 1 Chapter 1 Differing Perspectives on Quality

2. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 2  Chapter Overview  What is Quality?  Differing Functional Perspectives on Quality  The Three Spheres of Quality  Other Perspectives on Quality  Arriving at a Common Perspective ( Differing Perspectives on Quality Chapter 1

3. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 3 What is Quality? Project Quality Dimensions  Performance  Features  Reliability  Conformance  Durability  Serviceability  Aesthetics  Perceived Quality ©

4. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 4 What is Quality? Project Quality Dimensions (  Performance  Feature  Reliability  Conformance  Efficiency with which a product achieves its intended purpose

5. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 5 What is Quality Project Quality Dimensions  Performance  Features  Reliability  Conformance  Attributes that supplement the product’s basic performance

6. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 6 What is Quality Project Quality Dimensions  Performance  Features  Reliability  Conformance  Perform consistently over the product’s useful life.

7. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 7 What is Quality Project Quality Dimensions  Performance  Features  Reliability  Conformance  Adherence to quantifiable specifications

8. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 8 What is Quality Project Quality Dimensions  Tolerate stress or trauma without failing  Durability  Serviceability  Aesthetics  Perceived Quality

9. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 9 What is Quality Project Quality Dimensions  A product is serviceable if it can be repaired easily and cheaply  Durability  Serviceability  Aesthetics  Perceived Quality

10. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 10 What is Quality Project Quality Dimensions  Subjective characteristics such as taste, feel, sound, look.  Durability  Serviceability  Aesthetics  Perceived Quality

11. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 11 What is Quality Project Quality Dimensions  Quality as the customer perceives it…image, recognition, word of mouth.  Durability  Serviceability  Aesthetics  Perceived Quality

12. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 12 What is Quality Service Quality Dimensions  Tangibles  Service Reliability  Responsiveness  Assurance  Empathy

13. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 13 What is Quality Service Quality Dimensions  Tangibles  Service Reliability  Responsiveness  Assurance  Empathy  Physical appearance of the facility, equipment, personnel and compunctions equipment

14. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 14 What is Quality Service Quality Dimensions  Tangibles  Service Reliability  Responsiveness  Assurance  Empathy  The ability of the service provider to perform the promised service

15. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 15 What is Quality Service Quality Dimensions  Tangibles  Service Reliability  Responsiveness  Assurance  Empathy  The willingness of the provider to be helpful and prompt in providing service

16. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 16 What is Quality Service Quality Dimensions  Tangibles  Service Reliability  Responsiveness  Assurance  Empathy  The knowledge and courtesy of the employees and their ability to inspire trust and confidence

17. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 17 What is Quality Service Quality Dimensions  Tangibles  Service Reliability  Responsiveness  Assurance  Empathy  Caring individualized attention from the service company

18. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 18 What is Quality? Why does it matter that different definitions of quality exist?

19. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 19 Functional Perspectives include:  Engineering  Supply Chain  Operations  Strategic Management  Marketing  Financial  Human resource What is Quality? Differing Functional Perspectives on Quality

20. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 20 What is Quality? Differing Functional Perspectives on Quality Engineering Applying mathematical problem-solving skills and modeling techniques  Operations Research  Product Design Engineering  Concurrent Engineering

21. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 21 What is Quality? Differing Functional Perspectives on Quality Operations Perspective  Uses the Systems View that underlies modern Quality management thinking

22. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 22 What is Quality? Differing Functional Perspectives on Quality Strategic Management  For Quality Management to be pervasive in a firm it needed to be included in all of the firm’s business processes including strategic Planning

23. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 23 What is Quality? Differing Functional Perspectives on Quality Financial  Deming: Quality Improvement is linked to reduction of defects and improved organizational performance

24. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 24 What is Quality? Differing Functional Perspectives on Quality Financial  Deming: Quality Improvement is linked to reduction of defects and improved organizational performance  Juran: Quality related costs can result in lost sales because of a poor reputation for reliability

25. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 25 What is Quality? Differing Functional Perspectives on Quality  Human Resources  It is impossible to implement quality without the commitment and action of the employees

26. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 26 What is Quality? Differing Functional Perspectives on Quality  Marketing  Marketers focus on perceived quality or quality as the customer views it.

27. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 27 What is Quality? The Three Spheres of Quality Quality Management Quality Assurance Quality Control

28. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 28 What is Quality?  Other Perspectives on Quality:  Value-Added Perspective on Quality  Cultural Perspective on Quality `

29. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 29 What is Quality? Chapter 1 Review  There are different perspectives on quality  There is disagreement on the definition of quality  Quality control, quality assurance and quality management focus on different aspects of quality  Quality improvement requires a complex mix of factors `

30. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 30 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.