tqm

GOODS

A physical products that you can see, touch, and possibly consume.

SERVICES

Any primary or complimentary activity that does bot directly produce a physical products

Durable

does not quickly wear out

non durable

no longer useful once used

the concept of value

the decision to produce a good or service or a customer benefit package is based on an assessment by customer of the percieved benefits in relation to its price

How to Increase Value?

Increase Perceived Benefits, while Holding Price(Cost) Constant

Holding Perceived Benefits Constant, while Decreasing Price (Cost)

Increase Perceived Benefits, while Reducing Price (Cost)

customer benefit packages (cbf)

primary good or service

sustainability

people, planet, profit

data analytics

business analytics

description

prescription

predictive text

understanding customer wants and needs

• order qualifiers

• order winners

evaluating goods and services

• search attribute

• experience attribute

• credence attribute

five key competitive priorities that organization can compete to

• cost

• quality

• time

• flexibility

• innovation

how can time reduction be accomplished?

by streamlining and simplifying processes to eliminate non-value-added steps

operation management

the science and art insuring that goods and services are created and delivered successfully to customers

efficiency

a measure of how well resources are used in creating outputs

quality

the goods and services that create customer satisfaction all contribute to profitability and ultimately the long-run success of a company

costs

are minimized when managers strive reach zero defects in the organization

the four types of quality costs

prevention, appraisal, internal failure, and external failure

forecasting

predict the future demand for raw materials, finished goods, and services

supply chain management

manage the flow of materials, information, people, and money from suppliers to customers

facility layout and design

determine the best configuration of machines, storage, offices, and departments to provide the highest levels of efficiency and customer satisfaction

quality management

ensure that goods, services, and processes will meet customer expectations and requirements

resource and capacity management

ensure that the right amount of resources (labor, equipment, materials, and information) is available when needed

process design

select the right equipment, information, and work methods to produce high-quality goods and services efficiently

job design

decide the best way to assign people to work tasks and job reponsibilities

servuce encounter design

determine the best types of interactions between service providers and customers, and how to recover from service upsets

scheduling

determine when resources such as employees and equipment should be assigned to work

sustainability

decide the best way to manage the risks associated with products and operations to preserve resources for future generation

goods

is a physical product that you can see, touch, or possibly consume

service

is any primary or complementary activity that does not directly produce a physical product

competitive advantage

A firm ability to achieve market and financial superiority ober its competitors

customer wants and need

fundamental purpose of an organization iscto provide goods snd services of value to customer

order qualifiers

basice customer expectations are generally considered the minimum performance level required to stay in the business

order winners

are goods and services features and performance characteristics that differentiate one customer benefit package from one another and win the customers in business

search attributes

are those that a customer can determine prior to purchasing the goods and services

experience attribute

are those that can be discerned only after purchase or during consumption

credence attribute

are any aspect of good and service that customer must believe in but cannot personally evaluate even after purchase and consumption

competitive priorities

represent strategic emphasis that a firm places on certain performance measures and operational capabilities within a value chain

five competitive priorities

° cost

° qualiy

° time

° flexibility

° innovation

strategy

in a pattern of plan integrates an organization major goals, policies,and actions and sequences into a cohesive whole

strategy planning

is a process of determining long term goals, policies and plan for organization

operation strategy

an operation strategy is the set of decision across the value chain that support the implementation of higher level business strategy

types of design prototypes

• paper

• low-fidelity

• mid-fidelity

• high-fidelity

paper prototypes

involve sketches or hand-drawn layouts of interface on paper, allowing for quick ideation and feedback gathering

low-fidelity prototypes

provide more functionality than paper prototypes but are not as detailed as high-fidelity ones

mid-fidelity prototypes

incorporate more details and funtionality without reaching the complexity

high-fidelity prototypes

more polished and detailed they closely resemble the final product in appearance and functionality, often created using design software

voice of the customers

customer requirements, as express in the customers own words

quality function deployment (qfd)

an approach to guide the design, creation, and marketing of goods and services by integrating the voices of the customers into all decision

reliability

THE PROBABILITY THAT MANUFACTURE GOODS, PIECES OF EQUIPMENTS, OR SYSTEM PERFORMS ITS INTENDED FUNCTION FOR A STATE PERIOD OF TIME UNDER SPECIFIED OPERATING CONDITIONS.

design manufacturability

THE PROCESS OF DESIGNING A PRODUCT AT THE HIGHEST LEVEL OF QUALITY.

product simplicity

THE PROCESS OF TRYING TO SIMPLIFY DESIGN TO REDUCE COMPLEXITY AND COST AND THUS IMPROVE PRODUCTIVITY, QUALITY, t AND CUSTOMER SATISFACTION.

service delivery design

INCLUDES FACILITY SERVICE PROCESS AND JOE DESIGN ACARE, TECHNOLOGY AND INFORMATION SUPPORT SYSTEM.

servicescape

a physical evidence a customer might use to form an impression, it also provides the behavioral setting where service encounter take place

3 dimension of servicescape

• ambient condition

• spatial layout and functionality

• sign, symbols, and artifact

service process design

an activity developing and efficient sequence of activities to satisfy bith internal and external customer requirements

service encounter design

focus on the interaction, directly, or indirectly, between service providers and customers

principal elements of service encounter design:

• customer contact behavior and skills

• service providers election, development, and empowerment

• recognition and rewards

• service recovery and guarantee

customer contact

refer to physical or virtual presence of the customers in the service delivery system during service experience

customer contact requirements

are measurable performance levels or expectations that define the quality of customers contact with representative of organization

empowerment

means giving people authority to make decisions based on what they is right

service upset

is problem a customer has real or percieved, with service delivery system and includes term such service failure, error, mistake, and crisis

service guarantee

is a promise to reward and compensate a customer if a service upset occurs during service experience

service recovery

is a process of correcting a service upset and satisfying the customer

hard technology

refers to equipment and devices that perform a variety of task in the creation and delivery of goods and services

soft technology

refers to application of internet, computer software and information system to provide data, information, analysis, and to facilitate the creation and delivery of goods and services

AI and ML

are emerging tools that function just like human brains

blockchain technology

have a profound influence on industries like finance, supply chain, and healthcare by delivering tamperproof, transparent, and secure ledger

DevOps and continuous integration (CI) / continuous deployment (CD)

dictate how we create and release software

serverless computing

serverless computing refers to managing the infrastructure of server setup; this allows developers to focus only on writing code

microservices architecture

refers to creating smaller applications of software; this makes it more feasible to handle and manage the development process

internet of things (IoT)

is a web-like network of connected physical things, like gadgets, allowing them to share information

augmented and virtual reality (AR/VR)

transforms technology catering to gaming, education, and healthcare

Computer integrated manufacturing system

represent the union of hardware, software, database management, and communication to automate and control production activities, from planning and design to manufacturing and distribution

product design

utilizez cad software to create digital prototypes and validate designs before production

process planning

involve cam software to henerate tool paths, select cutting tools, and optimize machining aprameters for cnc machines

product control

managers manufacturing operation in real-time, monitors machines status, and adjusts production schedule based on demand fluctuation

quality assurance

integrates quality control measures, inspection processes, and feedback loops to ensure product consistency and compliance with industry standards.

inventory management

optimizes inventory levels, tracks raw materials, and manages supply chain logistics to minimize stockouts and reduce carrying cost

maintenance and repair

implement predictive maintenance strategies, chedule equipment repairand monitor assets Performance to maximize uptime and prolong equipment lifespan

human machine interface

provide operators with intuitive interface to control machine, monitor production matrics, and troubleshoot issues in real time

robot

a programmable machine design to hanfle material or tools in the performance of a variety of task

e service

refers to using internet and technology to provide seevices that crestes time, place, information, entertainment and exchange value to customer and support the sale off goods