MGMT 19105. Quality Management. Welcome. Welcome to Quality Management (MGMT 19105). Introducing – the lecturer Introducing – the students Who are you? What are you studying? Why are you doing Quality Management? What experience do you have with quality?. Today’s Topics.
Contemporary Manufacturing Concepts:
Modern Manufacturing Organisations:
‘Foundations of the Quality Movement’:
Easy-to-read Book on Quality Management:
Short Report (2000 words)
A personal hygiene product (confirmed with your lecturer).
(8 marks) Question 1 – describe how the quality of the product can be inferred from information available to the consumer. (This description must be supported by appropriate references.)
(8 marks) Question 2 – develop an appropriate rating scale, and use it to demonstrate how the quality of the product can be compared with similar products from the same and/or different suppliers. (This comparison must be supported by appropriate references.)
(4 marks) Clarity of expression and presentation – including the orderly and logical presentation of information, referencing, neatness, and the inclusion of an executive summary, introduction and conclusion.
TOTAL: 20 Marks
Short Report (2000 words)
You are the new manager of a call centre.
You are to:
You are not to use the process on pages 776-782 of the textbook!
2 hours (60% of total mark)
Q. Who has never used Blackboard?
Note the Tabs!!!
Understanding Quality and Total Quality
1. Provide a thorough definition of quality.
2. Distinguish between the traditional and total quality views of quality.
3. Describe what is involved in the management of quality in terms of 11 key or critical elements of total quality.
4. Describe the role of the quality pioneers: Deming; Juran; Crosby; Ishikawa; Oakland and Taguchi.
5. Understand and explain the Six Sigma concept.
(All available on Proquest)
Total Quality Management (TQM)
Robert Flood (1993) defines TQM as:
‘Total’ means… “everyone should be involved in quality, at all levels, and across all functions, ensuring quality is achieved according to requirements in everything they do.”
“Quality means meeting customer (agreed) requirements' , formal and informal, at lowest cost, first time every time.”
‘Management’ refers to “the need for everyone to be responsible for managing their own jobs, which incorporates managers with workers and anyone else associated with the organisation.”
(Source: Flood, R. 1993 Beyond TQM, Wiley, London, p. unknown.)
1. A process to manage the quality of the product or service.
2. A management tool applied to the whole organisation, used to ensure that an organisation retains a competitive edge.
3. A set of principles such as "Business success can only be achieved by understanding and fulfilling the needs of the customers“.
4. A philosophy which applies the word total in an almost fanatical way.
5. A management fad which will go the way of all management fads.
Total Quality Approach
What is ‘total’?
What about not total?
Q. What recent experiences have you had regarding the quality of ‘products’?
Q. What recent experiences have you had regarding the quality of ‘services’?
Q. What did you learn about quality from these experiences?
Without opening your books,
write a short definition of quality.
the transcendental approach
“a condition of excellence implying fine quality as distinct from poor quality .... Quality is achieving or reaching for the highest standard as against being satisfied with the sloppy or the fraudulent.”
the product‑based approach
Quality is determined by the attributes of the product or service.
the user based approach
fitness for use as determined by the consumer or customer.
the manufacturing‑based approach
conformance to requirements
value based approach
“Quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost.”
Together choose a product with which you are familiar and describe the product in terms of:
Together choose a service with which you are familiar and describe the service in terms of:
“Fully satisfying … agreed customer requirements … at the lowest internal cost.”
Hoyer and Hoyer (2001) provide the following definitions for quality from the pioneers of the quality movement:
Misconception 1: Good quality is the same as high quality.
Misconception 2: Quality management can be the responsibility of one department in an organisation.
Misconception 3: Quality can be inspected into a product or service.
Misconception 4: If a fault occurs in the production of a good or service, it is mostly the fault of workers.
Read about your ‘quality pioneer’ – prepare a brief presentation stating:
Week 2“Quality, Competitiveness and Globalisation”