OPERATIONS MANAGEMENT AND TQM  Armand Feignbaum

 Philip B. Crosby
Quality Management  Kaoru Ishikawa
What does the term quality mean?  Genichi Taguchi
 Quality is the ability of a product or service to consistently meet or exceed
customer expectations. Key Contributors to Quality Management
Contributor Known for
Evolution of Quality Management Deming 14 points; special & common causes of
variation
 1924 - Statistical process control charts
Juran Quality is fitness for use; quality trilogy
 1930 - Tables for acceptance sampling
Feignbaum Quality is a total field
 1940’s - Statistical sampling techniques
Crosby Quality is free; zero defects
 1950’s - Quality assurance/TQC
Ishikawa Cause - and effect diagram s; quality
 1960’s - Zero defects circles

 1970’s - Quality assurance in services Taguchi Taguchi loss function

Quality Assurance vs. Strategic Approach

 Quality Assurance
 Emphasis on finding and correcting defects before reaching market
 Strategic Approach
Dimensions of Quality
 Proactive, focusing on preventing mistakes from occurring
 Performance - main characteristics of the product/service
 Greater emphasis on customer satisfaction
 Aesthetics - appearance, feel, smell, taste
 Special Features - extra characteristics
The Quality Gurus
 Conformance - how well product/service conforms to customer’s
 Walter Shewhart
expectations
o “Father of statistical quality control”
 Reliability - consistency of performance
 W. Edwards Deming
 Joseph M. Juran
 Durability - useful life of the product/service
  Perceived Quality - indirect evaluation of quality (e.g. reputation)  Courtesy
 Serviceability - service after sale
Examples of Service Quality
Examples of Quality Dimensions
Dimension (Product) (Service)
Automobile Auto Repair
1. Performance Everything works, fit & All work done, at agreed
finish price
Ride, handling, grade of Friendliness, courtesy,
materials used Competency, quickness
2. Aesthetics Interior design, soft touch Clean work/waiting area

3. Special features Gauge/control placement Location, call when ready

6. Durability Useful life in miles, resistance Work holds up over Determinants of Quality
to rust & corrosion time
 Quality of design
7. Perceived Top-rated car Award-winning service  Intension of designers to include or exclude features in a product or
quality department
service
8. Serviceability Handling of complaints and/or Handling of complaints
requests for information  Quality of conformance
 The degree to which goods or services conform to the intent of the
Service Quality designers
 Tangibles
 Convenience
 Reliability
 Responsiveness The Consequences of Poor Quality
 Time  Loss of business
 Assurance  Liability
 Productivity
 Costs