問題一覧
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What is Quality?
essential characteristic, superior
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What is Quality by Joseph Juran?
quality is customer satisfaction, quality is fitness for use
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A comprehensive organization-wide effort to improve the quality of products and services, applicable to organization.
total quality management (tqm)
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Anyone who is impacted buy the product or process delivered by an organization Spa/ event - client Tourism - guests, tourists Common goods - consumer Entrep - buyers Casinos - player
customer
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The end user as well as intermediate processors. Other external customers may not be purchasers but may have some connection with the product
external customer
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Other divisions of the company that receive the processed product
internal customer
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The output of the process carried out by the organization. It may be goods (e.g. automobiles, missile), software (e.g. a computer code, a report) or service (e.g. banking insurance)
product
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two dimensions of how customer satisfaction is achieved
product features, freedom from deficiencies
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Refers to quality of design Performance, reliability, durability, ease of use, esthetics Accuracy, timeliness, friendliness and courtesy, knowledge of server Consistency
product features
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Refers to quality of conformance Higher conformance means fewer complaints and increased customer satisfaction Free from defects
freedom from deficiencies
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Reasons for quality becoming a cardinal priority for most organizations
competition, changing customer, changing product mix, product complexity, higher levels of customer satisfaction
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Today’s market demand high quality products at low cost. Having “high qualiy” reputation is not enough. Internal costs of maintaining the reputation should be less Having n competition means monopolizing/dectating the price, quality and services. Having competition means comparision of quality each organization has. “If you can’t deliver, someone else will” southwest airline
competition
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The new customer is not only commanding priority based on volume but is more demanding about the “quality system” Changing facility “like jollibee” to cater young professionals not just the kids
changing customer
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The shift from low volume, high price to high volume, low price have resulted in a need to reduce the internal costs of poor quality New products to cater different preferences due to changing customers
changing product mix
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As systems have become more complex, the reliability requirements for suppliers of components have become more stringent
product complexity
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Higher customer expectation are getting scowned by increasing competition Keep up with the quality due to new birth of generations
higher levels of customer satisfaction
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quality perspective
perfection, consistency, eliminating waste, speed of delivery, compliance with policies and procedures, doing it right the first time, delighting or pleasing customers, total customer satisfaction and service
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At_____, we need to ask following questions: Which products and services meet your expectations? Which products and services you need that you are not currently receiving?
organization level
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At _____, we need to ask: What products and services are most important to the external customer? What processes produce those products and services? What are the key inputs to those processes? Which processes have most significant effects on the organization’s performance standards?
process level
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The core element of the good or service. Recipe, procedure
technical quality
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Customer perception of how the good functions or the service is delivered. In which quality could the customer really be satisfied? — based on what they need, profiding their requests, giving
functional quality
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Customer’s prior expectations (generalized and specific service experiences) and their percep[tion of services performance affect their satisfaction with a service
expectation and perceptions
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satisfaction =
(perception of performance) - (expectation)
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quality gurus
Walter A. Shewhart, W. Edwards Deming, Joseph M. Juran, Armand Feigenbaum, Philip Crosby, Genichi Taguchi, Kaoru Ishikawa