logo image

Operations Management: Managing Quality

The ability of a product or service to meet customer needs.
Cost of Quality (COQ)
The cost of doing things wrong–that is, the price of non conformance.
ISO 9000
A set of quality standards developed by the International Organization for Standardization (ISO)
ISO 14000
An environmental management standard established by the International Organization for Standardization (ISO)
Total Quality Management (TQM)
Management of an entire organization so that it excels in all aspects of products and services that are important to the customer.
A continuous improvement model of plan, do check, act.
Six Sigma
A program to save time, improve quality, and lower costs.
What is DMAIC
A five step process improvement model

1. Define
2. Measure
3. Analyze
4. Improve
5. Control

Six Sigma- Defines..
the project’s purpose, scope, and outputs and then identifies the required process information, keeping in mind the customer’s definition of quality
Six Sigma- Measures..
the process and collects data.
Six Sigma – Analyzes..
the data, ensuring repeat-ability (the results can be duplicated), and reproducibility (others get the same result).
Six Sigma- Improves..
by modifying or redesigning, existing processes and procedures.
Six Sigma- Controls
the new process to make sure performance levels are maintained.
Employee empowerment
Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization.
Quality Circle
A group of employees meeting regularly with a facilitator to solve work-related problems in their work area.
Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity.
Quality robust
Products that are consistently built to meet customer needs in spite of adverse conditions in the production process.
Quality loss function (QLF)
A mathematical function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants.
Target-oriented quality
A philosophy of continuous improvement to bring the product exactly on target.
Cause-and-effect diagram
A Schematic technique use to discover possible locations of quality problems.
Pareto Charts
Graphics that identify the few critical items as opposed to many less important ones.
Block diagrams that graphically describe a process or system.
Statistical process control (SPC)
A process used to monitor standards, make measurements and take corrective action as a product or service is being produced.
Control Charts
Graphic presentations of process data over time, with predetermined control limits.
A means of ensuring that an operation is producing at the quality level expected.
Source inspection
Controlling or monitoring at the point of production or purchase–at the source
Literally translated, “foolproof”; it has come to mean a device or technique that ensures the production of a good unit every time.
Attribute Inspection
An inspection that classifies items as being either good or defective.
Variable inspection
Classifications of inspected items as falling on a continuum scale, such as dimension, size, or strength.
Service recovery
Training and empowering front line workers to solve a problem immediately.
involves consistency of performance and dependability. It means that the firm performs the service right the first time and that the firm honors its promises.
concerns the willingness or readiness of employees to provide service. It involves timeliness of service.
means possession of the required skills and knowledge to perform the service.
involves approach-ability and ease of contact.
involves politeness, respect, consideration, and friendliness of contact personnel (including receptionist, telephone operators, etc.)
means keeping customers informed in language they can understand and listening to them. It may mean that the company has to adjust its language for different consumers–increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice.
involves trustworthiness, believability, and honesty. It involves having the customer’s best interests at heart.
is the freedom from danger, risk, or doubt.
Understanding/ knowing the customer
involves making the effort to understand the customer’s needs.
include the physical evidence of the service.

Need essay sample on "Operations Management: Managing Quality"? We will write a custom essay sample specifically for you for only $ 13.90/page

Can’t wait to take that assignment burden offyour shoulders?

Let us know what it is and we will show you how it can be done!
Sorry, but copying text is forbidden on this website. If you need this or any other sample, please register

Already on Businessays? Login here

No, thanks. I prefer suffering on my own
Sorry, but copying text is forbidden on this website. If you need this or any other sample register now and get a free access to all papers, carefully proofread and edited by our experts.
Sign in / Sign up
No, thanks. I prefer suffering on my own
Not quite the topic you need?
We would be happy to write it
Join and witness the magic
Service Open At All Times
Complete Buyer Protection
Plagiarism-Free Writing

Emily from Businessays

Hi there, would you like to get such a paper? How about receiving a customized one? Check it out https://goo.gl/chNgQy

We use cookies to give you the best experience possible. By continuing we’ll assume you’re on board with our cookie policy