2. Differing Perspectives on Quality Pertemuan 1 and 2
Matakuliah : Perancangan Manajemen Mutu
Tahun : 2009
Differing Perspectives on Quality Pertemuan 1 and 2

3. Chapter 1: Differing Perspectives on Quality
Reference:
S. Thomas Foster, “Managing Quality: An Integrative Approach”, Second Edition, Pearson Prentice Hall, New Jersey, 2003
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4. Differing Perspectives on Quality
Recognazing Different Perspectives on Quality
What Is Quality
Differing Functional Perspectives on Quality
The Three Spaheres of Quality
Other Perspectives on Quality
Arriving at a Common Understanding of Quality Using a Contingency Perspective of Quality
Discussion and Questions
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5. Recognazing Different Perspectives on Quality
We all have our perceptions of the world
There are many different definitions and dimensions of Quality
Perception affect every aspect of our world – including the business world
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6. What Is Quality?
Transcendent, Product-based, User-based, Manufacturing-based, Value-based
Product Quality Dimentions
Performance
Features
Reliability
Comformance
Durability
Serviceability
Aesthetics
Percieved Quality
Service Quality Dimantions
Tangibles
Service Realibility
Responsiveness
Assurance
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7. Differing Functional Perspectives on Quality
An Engineering Perspective
An Operations Pers[pective
A Strategic Management Perspective Strategy
A Marketing Perspective
A Financial Perspective
The Human Resource Perspective
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8. The Three Spaheres of Quality
Quality Control
Quality Assurance
Quality Management
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9. Other Perspectives on Quality
The Value-Added Perspective on Quality
Cultural Perspectives on Quality
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10. Discussion and Questions
Case 1-1:
FedEx: Managing Quality Day and Night
Case 1-2:
Granite Rock Company: Achieving Quality Throough Employees
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