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Lecture 1 - Introduction To QM

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22 views7 pages

Lecture 1 - Introduction To QM

Uploaded by

mariam1990hatem
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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10/17/2021

Quality Management

Lecturer
2

 Dr. Magdy A. Khalaf


 Associate Professor at Arab Academy for Science,
Technology and Maritime Transport
 Email:
magdy.khalaf@aast.edu
magdy.khalaf@gmail.com

Prepared by Dr. Magdy A. Khalaf Quality management

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10/17/2021

Classroom Rules
3

 Do Not interrupt the lecture

 Do Not join late


… only 10 minutes are allowed

 Do Not leave the classroom for any excuse


… When leaving do not return

Prepared by Dr. Magdy A. Khalaf Quality management

Course Contents
4

 Introduction to Quality Management


 Differing Perspectives on Quality
 Product Quality Dimensions
 Service Quality Dimensions
 Functional Perspectives on Quality

 Quality Theory
 The Voice of the Customer
 Designing Quality Services
 The Tools of Quality
 Basic Seven Tools of Quality

 Strategic Quality Planning


 Quality Management System (ISO Standards)
 The Voice of the Market

Prepared by Dr. Magdy A. Khalaf Quality management

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10/17/2021

Lecture 1

INTRODUCTION TO
QUALITY MANAGEMENT

What is
Quality

Prepared by Dr. Magdy A. Khalaf 6 Quality management

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10/17/2021

Quality Definitions
Quality is …

Meeting customer requirements

Fitness for use

Conformance to requirements

Prepared by Dr. Magdy A. Khalaf 7 Quality management

Quality Dimensions
Product vs. Service
Product Quality Service Quality
Dimensions Dimensions
 Performance
 Features
 Tangibles
 Reliability
 Service reliability
 Conformance
 Responsiveness
 Durability
 Assurance
 Serviceability
 Empathy
 Aesthetics
 Perceived quality
Prepared by Dr. Magdy A. Khalaf 8 Quality management

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Functional Perspectives on Quality

Supply Chain
Human Perspective
Resources Engineering
Perspective Perspective

Quality Operations
Financial
Perspective Perspective

Strategic
Marketing
Management
Perspective
Perspective

Prepared by Dr. Magdy A. Khalaf 9 Quality management

Quality Management Theory

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10/17/2021

The Voice of the Customer

Prepared by Dr. Magdy A. Khalaf 11 Quality management

Basic Seven Tools of Quality

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Quality as a Strategy

Quality as a strategy from the perspective of


generic strategies …

 Costs of quality
 Differentiation through quality
 Focus through quality

The Voice of the Market


 Market includes;
 Immediate customer,
 Competitors,
 Customers of competitors,
 Potential customers,
 Potential competitors.
 Customers are not the only source of information
about the market.
 It is necessary to understand competitors
(Benchmarking).
 So, we can understand the market better.

Prepared by Dr. Magdy A. Khalaf 14 Quality management

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