Quality

dimensions of quality

• performance

• features

• reliability

• durability

• conformance

• aesthetics

• serviceability

• perceive quality

different perspectives of quality

• transcendent (judgmental) perspective

• product-based perspective

• user-based perspective

• value-based perspective

• manufacturing based perspective

transcendent (judgmental) perspective

considers quality to be synonymous with superiority or excellence

product based perspective

quality is determined by the intrinsic features and attributes of a product itself.

EX]: durability, reliability, aesthetics, performance

User-based perspective

how well it performs and its intended function, plus satisfies the specific needs of the user

value-based perspective

views quality in terms of the usefulness or benefits of a product or service relative to its price.

— (usefulness or satisfaction) / price

manufacturing-based perspective

conformance to design specifications and standards, minimizing variability and defects

customer-driven quality

The totality of features and characteristics of a product or service that bear on its ability to satisfy given needs

— meeting or exceeding customer expectations

end user

a person that consumes or makes use of the goods or services produced by businesses.

external customers

an individual or organization outside of a company that purchases its products or services for their own use or to resell them

internal customers

any person or department within an organization that relies on another person or department for goods, services, information, or support to perform their job

middle ages

skilled craftsmanship

industrial revolution

rise of inspection and separate quality departments

taylorism

• scientific management theory for productivity

• workers are given one task to master

early 20th century and during world war II

statistical and scientific methods

post-world war II

quality in japan - evolution of quality management as promoted by deming and juran

U.S. quality crisis 1980

growth of product quality awareness in manufacturing industries

quality as a management discipline

• emergence of Total Quality Management (TCM)

• growth and adoption of Six Sigma / TQM

• evolution toward sustainability

baldridge award

financial, market, and strategy results

european foundation for quality management award

financial performance

deming prize

recognizes organizations for their excellence in Total Quality Management (TCM)

organization level (top managers)

meetings external customer requirements

process level (middle managers)

linking external and internal customer requirements

performer / job level (employees)

meeting internal customer requirements

little q

product quality

big q

total quality management

selected dimensions

firms compete by excelling in…

corporate strategy

the key dimensions are related to the…