OPMAN LESSON 4

User-Based Perspective

quality lies

Manufacturing Based Perspective

Perspective

“making it right the first time."

Product Based Perspective

measurable

Company Reputation

good or bad/ affects perception

Product Liability

damages or injuries/legislation

Consumer Product Safety Act,

sets and enforces products

Global Implications

age/global economy/nations

The cost of quality (COQ) 4 major areas

Prevention Costs

Appraisal Costs

Internal Failure Costs

External Failure Costs

Prevention Costs

defective parts

Appraisal Costs

evaluating products

Internal Failure Costs

result production

External Failure Costs

occur after delivery

W. Edwards Deming

pioneer

Total Quality Management (TQM)

emphasizes quality/commitment

Continuous Improvement

never ending/philosophy

PDCA MODEL

plan

do

Check

Act

Plan

Identify an opportunity

Do

small scale

Check

use data

Act

larger scale/cycle again

Six Sigma

save time

Employee Empowerment

lowest/ownership

Quality Cycle

group of employees/issues

Benchmarking

very best/comparing

Target Oriented Quality

exactly on target/consistency

Purpose

defects, add value/costly

Variable Inspection

dimension/characteristics

Attribute Inspection

classifies/binary

SERVQUAL

managers/instrument/gaps

Reliability

dependability/promises

Responsiveness

willingness

Competence

skill or knowledge

Access

contact

Courtesy

friendliness

Communication

language

Credibility

honesty

Security

freedom

Understanding/Knowing the Customer

effort

Tangibles

evidence