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Growth of Modern Quality Management

Performance excellence. Service quality. Improved product designs. Manufacturing quality. Growth of Modern Quality Management. Manufacturing Systems. Product design and engineering Purchasing and receiving Production planning and scheduling Manufacturing and assembly

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Growth of Modern Quality Management

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  1. Performance excellence Service quality Improved product designs Manufacturing quality Growth of Modern Quality Management

  2. Manufacturing Systems • Product design and engineering • Purchasing and receiving • Production planning and scheduling • Manufacturing and assembly • Tool engineering • Industrial engineering and process design • Finished goods inspection and test • Packaging, shipping, and warehousing • Installation and service

  3. Quality in Business Support Functions for Manufacturing • General management • Marketing and sales • Finance and accounting • Human resource management • Quality assurance • Legal services

  4. Quality in Services • Service is defined as “any primary or complementary activity that does not directly produce a physical product – that is, the non-goods part of the transaction between buyer (customer) and seller (provider).”

  5. Critical Differences between Service and Manufacturing • Customer needs and performance standards are more difficult to identify and measure • Services require a high degree of customization • Services are produced & consumed simultaneously • Customers are often involved in actual process • Services are often more labor-intensive • Handle large numbers of transactions

  6. Key Components of Service System Quality • Employees • Information technology

  7. The Ritz-Carlton Hotel Co.

  8. Quality in Health Care • Joint Commission on Accreditation of Healthcare Organizations (JCAHO) • National Committee for Quality Assurance (NCQA) • Institute for Healthcare Improvement (IHI) • 1999 expansion of the Baldrige Award to health care organizations

  9. Quality Issues in Health Care • Avoidable errors and abuses • Underutilization of services • Overuse of services • Variation in services • Customer satisfaction • Cost reduction

  10. Quality in Education • Koalaty Kid program • 1999 expansion of the Baldrige Award to nonprofit education organizations • Success stories • Mt. Edgecumbe High School • Brazosport ISD • Hunderton Central Regional HS • Univ. of Wisconsin-Stout

  11. Design and Redesign Suppliers: families, high schools, colleges, business Consumer research Customers: business, families, society, students Inputs: students faculty Outputs: able students new knowledge Teaching, counseling, scientific research Processes Higher Education as a Production System

  12. Quality in the Public Sector • Quality in the Federal Government • State and Local Quality Efforts

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