Riadenie kvality (managing quality)

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Riadenie kvality(managing quality)

1. Preco historický kontext QPF Synergia
2. Kto koncept stakeholder a extended
   enterprise

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PRECO kvalita súcasné konkurencné
prostredie/konkurencná schopnost, historický
kontext
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Performance effectiveness, efficiency

• Každý organizacný, riadiaci alebo iný
  socio-technický systém možno hodnotit
  a analyzovat pomocou dvoch hlavných
  charakteristík výkonu (prevedenia, vykonania...)
  sú to
• efektívnost
• výkonnost úcinnost.
• Effectiveness is doing the right things
• Efficiency is doing the thing right.

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Slovníkové definície

• Effectiveness is the degree to which goals are
  achieved.
• It is therefore concerned with the outputs of
  a system (such as total sales or earnings per
  share).
• Efficiency is a measure of the use of inputs (or
  resources) to achieve outputs
• (e.g. how much money is used to generate
  a certain level of sales).

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Komentár ...manažeri hovoria recou penazí,
zamestnanci recou vecí a vztahov...

• Základnou a zároven najprepracovanejšou
  charakteristikou hodnotenia výkonu (performance)
  je produktivita (cháp skôr ako sústavu
  ukazovatelov).
• Má to svoj pôvod/dôvod úsilie firiem sa
  sústreduje na náklady (dlhodobo historicky dané),
  
• inými slovami, ako s co najmenšími vstupmi
  vyprodukovat najväcšie výstupy. Významne tu
  rezonujú dva koncepty špecializácia (delba
  práce) a ekonomika rozsahu.

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Performance Tripartity Model
You cant improve (manage) what you cant measure
(Dr. Hammer)
Do More With Less
QPF SYNERGY
(continuous) Improvement of business activities
to create more value with less waste operational
excellence over squeezed out defects and
increased efficiency.
Improving customer satisfaction (through service
level) by improving the speed and accuracy of
order fulfillment reducing cycle time, and
cutting down on returns.
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Základná metrika VÝKONU
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KTO všetko sa podiela na kvalite (výstupu)
Zákazník/dodávatel (externý, interný) tretia
strana (podielnik)

• Na úspechu podnikania/ obchodných transakcií a
  kvalite spokojnosti zákazníka sa podielajú
  stakeholderi
• TQM pozerá na zákazníka ako na
• externého a
• interného

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Direction and extent (rozsah) of vertical
integration (extended enterprise SCM Quality)
Raw
Component
Assembly
material
Wholesaler
Retai
ler
maker
operation
suppliers
Narrow process span
Wide process span
Up
stream
Downstream
v
ertical
v
ertical
integration
integration
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Managing Quality

• Most companies approach quality in a defensive or
  reactive mode quality is confided (spoliehat sa)
  to minimising defect rates or conforming to
  design specifications.
• To compete on quality, companies must view that
• Quality is an opportunity to please the
  customer!!!

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Total Customer Satisfaction

• In our everyday life we are exposed odkrývat,
  odhalovat quality in a variety of forms, from
  product advertising to everyday phrases such as
  quality of working life or quality of life
  and quality of time.
• Why has quality become so important to business
  and consumers around the World?
• Following World War II, when the consumption of
  goods and services expanded dramatically, quality
  was not a big concern to consumers or producers.
  This began to change during the 1970s due mainly
  to competition, especially from Japan, in markets
  for electronic products.

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Total Customer Satisfaction cont.

• Quality was not the sole reason for the initial
  Japanese success.
• High quality products such as Mercedes cars and
  Hasselblad cameras had been available on the
  market but had not altered pretvorit, adaptovat
  consumers preferences or perceptions.
• The Japanese were uniquely able to establish the
  concept of VALUE

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Japanese concept of VALUE

• the combination of price quality and change
  their product-design philosophy such that the
  cost of achieving better quality was not
  prohibitive nemožný.
• Value means what the customer wants and is
  willing to pay for.

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Ways in Which Quality Can Improve Productivity

• Sales Gains
• Improved response
• Higher Prices
• Improved reputation

Increased Profits
Improved Quality

• Reduced Costs
• Increased productivity
• Lower rework and scrap costs
• Lower warranty costs

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Flow of activities necessary to achieve Total
Quality Management

• Organizational Practices

• Quality Principles

• Employee Fulfillment

• Customer Satisfaction

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Organizational Practices

• Leadership
• Mission statement
• Effective operating procedure
• Staff support
• Training
• Yields What is important and what is to be
  accomplished

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Quality Principles

• Customer focus
• Continuous improvement
• Employee empowerment
• Benchmarking
• Just-in-time
• Tools of TQM
• Yields How to do what is important and to be
  accomplished

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Employment Fulfillment

• Empowerment
• Organizational commitment
• Yields Employees attitudes that they can
  accomplish what is important and to be
  accomplished

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Customer Satisfaction

• Winning orders
• Repeat customers (loayal customer)
• Yields An effective organization with a
  competitive advantage

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Definitions/Meanings of Quality

• The Oxford Dictionary
• A degree or level of excellence.
• ASCQ (American Society for Quality Control)
• The totality of features and characteristics of
  a product or service that bears vplývat on its
  ability to satisfy given needs. or
• Product characteristics features that affect
  customer satisfaction
• User-Based What consumer says it is
• Manufacturing-Based Degree to which a product
  conforms to design specification
• Product-Based Level of measurable product
  characteristics.

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Quality Management Defs

• Demingova definícia (1950)
• Riadenie kvality je aplikácia štatistických
  princípov a metód vo všetkých fázach výroby so
  zameraním na co najhospodárnejšie zhotovenie
  výrobku, ktorý je maximálne užitocný a má odbyt.
• Juranova definícia (1974)
• Riadenie kvality je regulacný proces,
  prostredníctvom ktorého meriame skutocnú
  realizáciu kvality a porovnávame ju so
  štandardmi, pricom pôsobíme na rozdiel.
• Definícia Výboru pre udelovanie Demingovej ceny
  za kvalitu (Japan)
• Systém cinností k zabezpeceniu kvality výrobkov a
  služieb, za ktorých sú tieto hospodárne vyrábané
  a dodávané v kvalite požadovanej zákazníkom.

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Quality from the Customers Perspective

• A business organisation produces goods and
  services to meet vyhoviet, splnit its customers
  needs.
• Products and services are determined by what the
  customer wants and is willing to pay for.
• Since customers have different product needs,
  they will have different quality expectations.
• It results in a commonly used definition of
  quality
• Fitness spôsobilost, vhodnost for use.

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Fitness for use, vhodnost použitia

• Fitness for use is how well the product or
  service does what it is supposed to.
• Products and services are designed with
  intentional zámerný differences in quality to
  meet the different wants and needs of individual
  customers.
• In this case we need to speak about
• quality of design involves designing quality
  characteristics into a product or service.

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The dimensions of quality GOODS or SERVICES

• Fundamental question
• What does a customer look for in a product ???

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A customer looks for in a tangible product/goods

• Operation/Performance the basis operating
  characteristics of a product.
• Features charakteristické rysy the extra
  items added to the basis features.
• Reliability the probability that a product will
  operate properly within an expected time frame.
• Conformance zhodnost the degree to which a
  product meets pre-established standards.
• Durability how long a product lasts (its life
  span before replacement).

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A customer looks for in a product cont.

• Serviceability the easy of getting repairs the
  speed of repairs, and the courtesy and competence
  of the repairperson.
• Aesthetics how a product looks, feels sounds,
  smells, or tastes.
• Safety assurance that the customer will not
  suffer injury straty, poškodenia or harm zranenia
  from a product.
• Other perceptions subjective perceptions based
  on brand name, advertising, and so on.

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The dimensions of quality a service

• Time and timeliness how long a customer must
  wait for service and if it is completed on time.
• Completeness is everything the customer asked
  for provided?
• Courtesy zdvorilost, ochota how customers are
  treated zaobchádzat by employees?
• Accessibility prístupnost and convenience
  vhodnost how easy it is to obtain the service.
• Accuracy is the service performed right every
  time?
• Responsiveness schopnost reagovat, vnímavost
  how well the company reacts to unusual
  situations, which can happen frequently in a
  service company.

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Summary

• Quality characteristics of a product are weighted
  by the customer relative úmerne to the cost of
  the product, or customers will pay for the level
  of quality they can afford môct si dovolit.
• Dimensions of quality for a service is more
  directly related to time, and the interaction
  between employees and the customer
• All the product and service characteristics
  mentioned above must be considered in the design
  process to meet customers expectations for
  quality.

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Meaning of Quality from the Producers
Perspective

• The product development is a function of the
  quality characteristic the products fitness
  for use the customer wants, needs, and can
  afford.
• Product and service design results in design
  specifications ? quality of design ? that will
  (or should) achieve the desired požadovanú
  quality.

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Quality of conformance, kvalita zhody

• However, once the product design has been
  determined, the producer perceives quality to be
  how effectively the production process is able to
  conform to the specifications required by the
  design ? referred to as the quality of
  conformance.
• Quality of conformance is making sure the product
  or service is produced according to design.
• What this means is quality during production
  focuses on making sure that the product meets the
  specifications required by the design.

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Quality of conformance

• Achieving quality of conformance depends on a
  number of factors including
• the design of the production process
• the performance level of machinery equipment and
  technology
• the material used
• the training and supervision of employees
• the degree to which statistical quality control
  techniques are used.
• Why?

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Why?

• Waste and high cost of low quality result when
• equipment fails or is maladjusted zle
  prispôsobený pre danú výrobu,
• employees make mistakes,
• material and parts are defective,
• supervision is lax,
• design specifications are generally not met.

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Summary

• From a customers perspective of product quality
  is product or service price.
• From producers perspective an important
  consideration is achieving quality of conformance
  at an acceptable cost.
• If products or services cannot be produced at a
  cost that results in a competitive price, than
  the final product will not have acceptable value.
  
• The price is more than the customer is willing to
  pay given the products quality characteristics
• The quality characteristics included in the
  product design must be balanced against
  production costs.