Chapter 1
Differing
Perspectives on
Quality
S. Thomas Foster, Jr.
Boise State University
PowerPoint
prepared by
Dave Magee
University of Kentucky
Lexington Community College
2004 Prentice-Hall
What is quality?
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-2
Perspectives on Quality
Beauty is in the eye of the beholder
For the same course one may say it is
highly theoretical, while others state that it
is highly practical.
There are many different definitions and
dimensions of Quality
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-3
Quality Dimensions
Transcendent
Product based
User based
Manufacturing based
Value based
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-4
Transcendent
Quality is something that is intiutively
understood but nearly impossible to
communicate, such as beauty and love.
I like it, because I just like it....!!!
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-5
Product based
Quality is found in the components and
attributes of a product.
I like it, because the product has ....
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-6
User based
If the customer is satisfied, the product has
good quality.
I am satisfied with this product.
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
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Manufacturing based
If the product conforms to design
specifications, it has good quality.
The product is of xxx standards.
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-8
Value based
If the product is perceived as providing
good value for the price, it has good quality.
This is the best one I can buy at this price.
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-9
Garvins 8 quality dimensions
Performance
Features
Reliability
Conformance
Managing Quality: An Integrative Approach; 2nd Edition
Durability
Serviceability
Aesthetics
Percieved
quality
2004 Prentice-Hall
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Performance
Efficiency with which a product achieves its
intended purpose
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-11
Features
Attributes of a product that supplement the
product basic performance
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
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Reliability
Propensity (eilim) for a product to perform
consistently over its useful design life
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-13
Conformance
Is a particular dimension of a product is
within the allowable range of tolerance of
the specification, the product conforms.
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
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Durability
The degree to which a product tolerates
stress or trauma without failing
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
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Serviceability
Ease of repair for a product
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-16
Aesthetics
Subjective sensory characteristics such as
taste, feel, sound, look and smell.
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-17
Perceived Quality
As the customer perceives the quality.
QUALITY
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-18
Service Quality dimensions
More difficult to define than to define
product quality
Tangibles
Service reliability
Assurance
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-19
Differing Functional Perspectives
on Quality
Engineering
Operations
Strategic Management
Marketing
Financial
Human Resources
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-20
Engineering
Engineering is an applied science.
Product Design Engineering
Concurrent Engineering (simultaneous
performance)
Statistics + technical orientation
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-21
Design Life Cycle
Idea Generation
Preliminary Design
Iterations
Prototype Development
Final Definition
Product Design Evaluation
Implementation
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-22
Operations
Focus was initially on statistical process
control
Uses system view underlying modern
quality management thinking
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-23
An Operations Management
Competence Model
The Sand Cone Model
Cost Efficiency
Speed
Dependability
Quality
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-24
Strategic Management
Refers to the planning processes
Long term orientation
Goal: to achieve sustainable competititve
advantage
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-25
Generic
Strategic Planning Process (1)
Firm Mission and Goals
External analysis
Strategic Options
Internal analysis
Business level strategy
Corporate level strategy
Operational Subplans
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-26
Generic
Strategic Planning Process (2)
Operational Subplans
Organizational
Design
Conflict Politics and
Change
Organizational
Reward System
Strategic Alignment between
Structure and Goals
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-27
Marketing
Customer satisfaction
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-28
Financial
Risk of investment vs. Potential rewards
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-29
Deming Value Chain
Improve quality
Cost decrease
Productivity Improves
Capture the market
Stay in business
Provide Jobs and more jobs
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-30
Human Resources
Employee empowerment
Job analysis
Total quality human resources management
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-31
The Three Spheres of Quality
Quality
Management
Quality
Assurance
Quality
Control
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-32
Quality Control
Quality
Control
Scientific method includes:
Analysis ( a process is broken into fundamental
pieces)
Relation (relationships between parts)
Generalization (how interrelationships apply to
the larger phenomenon of quality being studied)
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-33
Quality Control Activities
Monitoring process capability and stability
Measuring process performance
Reducing process variability
Optimizing processes to nominal measures
Performing acceptance sampling
Developing and maintaining control charts
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-34
Quality Assurance
Quality
Assurance
Activities associated with guaranteering the
quality of a product or service.
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-35
Quality Assurance Activities
Failure mode and effect analysis
Concurrent Engineering
Experimental Design
Process improvement
Design team formation management
Off-line experimentation
Reliability/durability product testing
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-36
Quality Management
Quality
Management
Management processes that overarch and tie
toegther the control and assurance activities
make up quality management.
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-37
Quality Management Activities
Planning for quality improvement
Creating a quality organizational culture
Providing leadership and support
Providing training and re-training
Designing a system to reinforce quality
ideals
Facilitating organizational communication
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-38
Other perspectives
Value Added Perspective
Cultural Perspectives
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-39
Contingency Theory
There is no theory or method for operating a
business that can be applied in all instances.
This provides flexibility to managers in
pursuing quality.
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-40
Summary
Different perspectives on quality
management
Quality sphere is composed of:
Quality Control
Quality Assurance
Quality Management
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-41
Quality Example
Define high quality toilette paper?
Single (5 min)
In groups of two (5 min)
Reviews.......
One address for the class and registration to
the group.... Do not wait for invitation
register
Managing Quality: An Integrative Approach; 2nd Edition
2004 Prentice-Hall
Slide 2-42
