Quality%20and%20Operations%20Management

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Quality and OperationsManagement

• MSE269
• Product Quality Definitions

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Coming at Product Quality from Different Sides

• Transcendent approach
• Product-based approach
• User-based approach
• Manufacturing-based approach
• Value-based approach

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Dimensions of Quality

• Performance
• Features
• Reliability
• Conformance
• Durability
• Serviceability
• Aesthetics
• Perceived Quality

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Quality Definitions... from the Gurus

• Crosby conformance to requirements
• Feigenbaum meeting customer expectation
• Juran fitness for use
• Taguchi loss imparted to society
• ASQC the totality of features and
  characteristics of a product or service that bear
  on its ability to satisfy given needs

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Strategic Importance of Quality Dimensions

• Find the right (defensible) quality niche, some
  but not all of the eight dimensions
• Allows voice of the customer to be heard
• Quality dimensions need to be specified in terms
  of product characteristics
• Product characteristics need to be translated
  into engineering characteristics
• Quality decisions must be embedded in operational
  control and management support

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TQC versus CWQC (Dr. Kaoru Ishikawa)

• Total Quality Control (TQC)
• system for integrating quality technologies into
  varied functional (operational) departments to
  achieve customer satisfaction
• a.k.a. TQM, TQP, TQIP, etc
• Company-wide Quality Control (CWQC)
• enterprise means to provide good / low cost
  products dividing benefit among stakeholders
  while improving the quality of peoples lives

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Seven Stages of CWQC

• Product inspection
• Process control
• System integration
• Education and Training
• Product (design) and process optimization
• Quality loss function
• Operationalize voice of customers (VOC)

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Contrasting TQC and CWQC
TQC CWQC
Conformance to Specification
Voice of the Customer
Definition of Quality
Prevention, appraisal, failure costs to org.
Loss to society
Cost of Quality
Audit product or service
Audit the system and management
Management Approach
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Evolution of Quality Control
100
Product Inspection
Process Control
Product / Process Design
0
1950 1960 1970 1980
1990
(Japan 1945 --gt)
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Yet Another Fad ?
Every few months, our senior managers find a
new religion. One time it was quality, another
it was customer service, another it was
flattening the organization. We just hold our
breath until they get over it and things get back
to normal.
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Strategic Manufacturing Focii

• Cost / Efficiency
• Quality
• Differentiation
• features and functions
• Customer service
• responsiveness, speed, dependability
• support and maintenance
• Flexibility
• Technical Prowess
• innovation, TTM
• new product development

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Complimentary Approaches

• Concurrent Engineering
• Design for Manufacturability
• Quality Function Deployment
• Total Quality Management
• Continuous Improvement
• Supply Chain Management

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Design for Manufacturability

• A Product Design Philosophy
• Design for X ...
• manufacturability
• assembly
• testability
• reliability
• durability
• serviceability

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Product Design Concepts

• Rapid prototyping
• Concurrent Engineering (CE)
• Value Engineering (VE)
• Modular Design
• Component Part Reduction and Assembly
  Simplification (Boothroyd-Dewhurst)
• Postponement