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Quality Notes
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Never Stand Still Faculty of Engineering Mechanical & Manufacturing Engineering
GSOE9810 Week 1Erik van Voorthuysen / Ron Chan
Course Overview
Lecturers:
• Erik van Voorthuysen [email protected]
Demonstrator:
• Ron Chan [email protected]
Online facilitators:
• Sandra Cowan (contact via Moodle)
UNSW Moodle
1. Get familiar with Moodle http://moodle.telt.unsw.edu.au/
2. Keep an eye on the Announcement page.
3. Review the course outline.
4. Note down all the assessments and the minimum PASS
(PS) requirement.
5. Note down the due date/time for each assessment.
6. Be proactive.
7. PLAGIARISM matters!
Chapter 1 – Differing Perspectives on Quality
• Chapter Overview
– What is Quality?
– Differing Functional Perspectives on Quality
– The Three Spheres of Quality
– Other Perspectives on Quality
– Arriving at a Common Perspective
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Project Quality Dimensions
Efficiency with which a product achieves its intended purpose.Performance
Attributes that supplement the product’s basic performance.Features
Perform consistently over the product’s useful life.Reliability
Adherence to quantifiable specifications.Conformance
Tolerate stress or trauma without failing.Durability
A product is serviceable if it can be repaired easily and cheaply.Serviceability
Subjective characteristics such as taste, feel, sound, look.Aesthetics
Quality as the customer perceives it…image, recognition, word of mouth.
Perceived Quality
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Project Quality Dimensions
(cont’d)
Physical appearance of the facility, equipment, personnel and compunctions equipment.
Tangibles
The ability of the service provider to perform the promised service.
Service Reliability
The willingness of the provider to be helpful and prompt in providing service.
Responsiveness
The knowledge and courtesy of the employees and their ability to inspire trust and confidence.
Assurance
Caring individualized attention from the service company.
Empathy
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality?
Why does it matter that different definitions of
quality exist?
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Differing Functional
Perspectives on Quality
Functional Perspectives include:
• Engineering
• Supply Chain
• Operations
• Strategic Management
• Marketing
• Financial
• Human resourceManaging Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Differing Functional
Perspectives on Quality
Engineering
• Applying mathematical problem-solving skills
and modelling techniques
– Operations Research
– Product Design Engineering
– Concurrent Engineering
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Differing Functional
Perspectives on Quality
• Operations Perspective
– Uses the Systems View that underlies modern
Quality management thinking.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Differing Functional
Perspectives on Quality
• Strategic Management
– For Quality Management to be pervasive in a firm
it needed to be included in all of the firm’s
business processes including strategic planning.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Differing Functional
Perspectives on Quality
• Financial
– Deming: Quality Improvement is linked to
reduction of defects and improved organizational
performance.
– Deming: Quality Improvement is linked to
reduction of defects and improved organizational
performance.
– Juran: Quality related costs can result in lost sales
because of a poor reputation for reliability.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Differing Functional
Perspectives on Quality
• Human Resources
– It is impossible to implement quality without the
commitment and action of the employees.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Differing Functional
Perspectives on Quality
• Marketing
– Marketers focus on perceived quality or quality as
the customer views it.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality?
What is Quality?
The Three Spheres of Quality
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality?
• Other Perspectives on Quality:
– Value-Added Perspective on Quality
– Cultural Perspective on Quality
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? – Chapter 1 Review
• There are different perspectives on quality.
• There is disagreement on the definition of
quality.
• Quality control, quality assurance and quality
management focus on different aspects of
quality.
• Quality improvement requires a complex mix
of factors.
Managing Quality Integrating the Supply Chain S. Thomas Foster
Issue Analysis
• What is the aim?
– Improved return, competitiveness
– Reduced risk
• Identify what needs to be “managed”
– Product quality
– Reliability
– Supply chain characteristics (e.g. JIT, service)
• Invest & allocate resources
• Need to prioritiseSource: McK&Co
Issue Analysis
• Data
– Observe
– Measure
– Experiment (design)
• Hypothesis
– Formulate hypotheses
– Test hypothesis (predict future values)
– Modify hypothesis
Source: McK&Co
Issue Analysis
• Data
– Observe
– Measure
– Experiment (design)
• Hypothesis
– Formulate hypotheses
– Test hypothesis (predict future values)
– Modify hypothesis
Source: McK&Co
Data – (fact) based Decision Making
Source: McK&Co
Issue Analysis
• Defines the scope of the (quality) issue (problem)
• Breaks a large problem into smaller pieces
• Generates multiple possible solutions (Hypotheses)
• Suggests a path to resolving the issue (problem)
• Indicates a sequence and priority for solving multiple issues
• Comprehensive and still efficientSource: McK&Co
Issue Tree + Process Flow Analysis
Source: McK&Co
Issue Analysis Framework
Source: McK&Co
Issue Analysis is Part of a Structured
Analytical Problem Solving Process
Source: McK&Co
