Managing Quality. Chapter 8. Chapter 8 Outline. Quality Definitions Service Quality Quality Planning, Control, and Improvement The Quality Gurus ISO 9000 Standards Malcolm Baldrige Award Quality and Financial Performance Why Some Quality Improvement Efforts Fail. Quality.
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Meeting, or exceeding, customer requirements now and in the future.
i.e. the product or service is fit for the customer’s use
DesignDimensions of Quality
Producing a product to meet the specifications
(independent of quality of design)
Quality of market research
Quality of design
Quality of concept
Quality of specification
Quality of conformance
Specifies quality needs
Interprets customer needs
Works with customer to
design product to fit
Interpretation of needs
Produces the product or
Plans and monitors
Defines design concept
SpecificationsThe Quality Cycle
Concurrent engineering team
State transportation agency
4. Institutionalize the change or abandon or do it again.
3. Study the results; did it work?
2. Execute the change.CI Methodology: PDCA Cycle (Shewart/Deming Wheel)
control and improvement
The Bama Companies, Tulsa, OK. (manufacturing category)
Texas Nameplate Company, Inc., Dallas, TX. (small business category) [repeat winner. Also in 1998]
Kenneth W. Monfort College of Business, UNC, Greeley, CO. (education category)
Robert Wood Johnson University Hospital Hamilton, Hamilton, NJ. (health care category).
No Winner in the Service Category.
(Design and conformance)
growthHow Quality Contributes to Profitability
End of Chapter Eight cycle