Total Quality Foundations

critical components of service system quality

• employee training

• information technology 

SERVQUAL dimensions

• tangibility

• reliability

• responsiveness

• assurance

• empathy 

tangibility 

physical facilities, equipment, and appearance of personal 

reliability 

ability to perform the promised service dependably and accurately 

responsiveness

willingness to help customers and provide prompt service

assurance

knowledge and courtesy of employees and their ability to convey trust and confidence

empathy

caring, individualized attention the firm provides its customers

Differences between service and manufacturing

• output is intangible

• services require higher degree of customization

• services = produced and consumed simultaneously

• customers are involved in actual process

• services are more labor-intensive than manufacturing

• services handle large numbers of transactions

• customer needs and performance standards are more difficult to identify and measure 

service

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

manufacturing systems

• marketing and sales

• product design and engineering

• purchasing and receiving 

• production planning and scheduling

• manufacturing and assembly

• tool engineering

• industrial engineering and process design 

• finished goods inspection and test

• packaging, shipping, and warehousing 

• installation and service 

marketing and sales

determine the needs and expectations of consumers

product design and engineering

develop technical specifications for products and production processes to meet the requirements determined by the marketing function

purchasing and receiving

• should not simply be responsible for low-cost procurement

• should maintain a clear focus on the quality of purchased goods and materials

production planning and scheduling

poor quality often results from time pressures caused by insufficient planning and scheduling

manufacturing and assembly

both technology and people are essential to high-quality manufacturing

industrial engineering and process design

manufacturing processes must be capable of producing output that meets specifications consistently

finished goods inspection and test

• judge the quality of manufacturing

• discover and help resolve production problems

• ensure no defective items reach the customer

installation and service

service after the sale is one of the most important factors in establishing customer perception of quality and customer loyalty

system

a set of entities and activities within an organization that work together for the aim of the organization

subsystems 

are linked together as internal customers and supplier… 

Total quality techniques

• statistical and scientific method

• visual aids for problem solving

• quality assurance techniques

• industry 4.0 technologies

statistical and scientific methods

• sampling

• statistical process control

• regression

quality assurance techniques

• control charts

• measurement systems analysis

Total quality practices 

• strategic planning and design of organizational and work systems

• customer engagement and knowledge acquisition 

• workforce management 

• process management 

• information and knowledge management 

• leadership 

process focus by learning

understanding why changes are successful through feedback between practices and results which leads to new goals and approaches

— deming’s wheel

ADD IMAE

process focus by continuous improvement

• incremental change

• larger, radical improvements

incremental change

• reducing errors, defects, waste, and costs

• improving responsiveness and cycle time performance of existing processes

larger, radical improvements

enhancing value through new products, services, and new processes

process

a sequence of activities that are intended to create value for customers

— most processes are cross-functional

empowerment

___ serves customers and creates trust and motivation 

participation

management must develop the systems and procedures that foster ___

employees

know their job best and how to improve them

teamwork and partnerships

must exist both horizontally and vertically

customer

principal judge of quality

— understand needs and expectations to meet and

exceed them

— build relationships

employees and society

customers include…

principals of total quality

1. customer and stakeholder focus

2. employee engagement and teamwork

3. process focus supported by continuous improvement and learning

supports principles of total quality 

• integrated organizational infrastructure

• set of management practices

• set of tools and techniques