Transcript Quality Management - ceilidhchester.co.uk
Quality Management
What is Quality?
1
Quality Management
In small groups discuss the questions
“What Is Quality?”
2
Quality Management
Quality is consistent conformance to customers expectations
(an operations view – Slack et al)
3
Quality Management
Quality is the ability of a product or service to consistently meet or exceed customer expectations.
“Meeting customer needs” (John Oakland) 4
Quality Management
Quality is “conformance to requirements” (Philip B. Crosby 1984) Quality is “fitness for use” (Joseph Juran 1986) Quality of a product or services is its ability to satisfy the needs and expectations of the customer
5
Quality Management
The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs ( IS0 8402) (1986) 6
Quality Management
The degree of conformance of all the relevant features and characteristics of the product (or service) to all aspects of a customers needs, limited by the price and delivery he or she will accept. (Groocock 1986) 7
Quality Management
Quality can be; 1.
Qualitative 2.
Quantitative 8
Quality Management
Quality is based on 5 characteristics Technological e.g. strength & hardness Psychological e.g. taste, beauty, status Time-oriented e.g. reliability & maintainability Contractual e.g. guarantee provisions Ethics e.g. courtesy, honesty (Juran 1988) 9
Quality Management
Four Dimensions of quality may be defined for the production of goods & services: 1.
2.
3.
4.
Quality of design Quality of conformance The "abilities" Field service 10
Quality Management
Quality of design Quality of market research Quality of concept Quality of specification Fitness for use Quality of conformance Availability Field service Technology Manpower Management Reliability Maintainability Logistical Support Promptness Competence Integrity Different Types of Quality (Juran, Gryna & Bingham, "Quality Control Hand Book" 1988) 11
Quality Management
Quality of Design
This takes place before production of the product or service. It is usually determined by the market place.
Quality of Conformance
This is producing to the specification
Availability
This has a time dimension
Field Service
This is an intangible and is the provision of "after sales service" 12
Development of Quality
1924 - Statistical process control charts 1930 - Tables for acceptance sampling 1940’s - Statistical sampling techniques 1950’s - Quality assurance/TQC 1960’s - Zero defects 1970’s - Quality assurance in services 13
The History of Quality
Guild Halls - standards (materials, products, practices, conditions ).
Industrialisation supervisors growing responsibility for quality - formal quality inspection.
14
The History of Quality
Post WW1 - sophistication - stats, societies, standards (military, civil, international).
Post WW2 - Japanese adopt and adapt quality methods 15
Quality Management
In small groups discuss - Problems On Your Web Site 16
What can fail on your site ?
◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ Domain name wrong or not usable Broken links, broken emails Server load – too many hits on the site Client side performance –down load time Security isn’t working Content is out of date Browser incompatibility, HTML doesn’t validate Interface – navigation, link colour Graphics missing or too large Scripts don’t work - forms, databases Isn’t accessible to those with disabilities 17
What you can test
◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ Functional testing Compatibility testing Load/performance testing Stress testing Usability testing Security testing Integration of unit testing Link testing HTML Validation Reliability testing Regression testing 18
Why have quality?
The Deming Cycle or PDCA Cycle
ACT PLAN
Plan a change to the process. Predict the effect this change will have and plan how the effects will be measured
Adopt the change as a permanent modification to the process, or abandon it.
DO
Implement the change on a small scale and measure the effects
CHECK Study the results to learn what effect the change had, if any.
Cause and Effect Analysis
(Fish-Bone or Ishikawa Diagrams)
• Helps the group to visualise the problem • Encourages divergent thinking but along a logical path • Provides diagram for easy discussion • Based on brainstorming but more visual
Perceptions of Quality
Service Quality Dimensions
Word of Mouth Dimensions of Service Quality
Reliability Responsiveness Assurance Empathy Tangibles
Personal Needs Expected Service Perceived Service Past Experience Perceived Service Quality
ES
Service Process Control
Resources Take corrective action Identify reason for nonconformance Customer input Service process Customer output Monitor conformance to requirements Service concept Establish measure of performance
What Marketing suggested What Management approved What product Development designed What Sales delivered What Customer Care negotiated What the Customer wanted
Quality Gap Model
Previous experience The Customers Domain Word of mouth Communication s Image of product or service Gap 4 Customers' expectations concerning a product or service Perceive d quality Is there a gap?
Customers 'perceptions concerning the product or service Management's concept of the product or service Customers' own specification of quality Gap 1 Gap 2 The actual product or service Organisations specification of quality The operations domain Gap 3
The Gaps
Gap Gap 1 The customer's specification operation gap Gap 2 The customer's specification operation gap Action required to ensure high perceived quality Ensure there is consistency between the internal quality specification of the product or service and the expectations of the customer Ensure the internal specification of product or service meets its intended concept or design Main organisational responsibilities Marketing Operations Product/Service development Marketing Operations Product/Service development Gap 3 The quality specification actual quality gap Ensure that the actual product or service conforms to its internally specified quality level Gap 4 The actual Quality communicated image gap Ensure that the promises made to customers concerning the product or service can in reality Operations Marketing
Gaps in Service Quality
Word -of-mouth communications
Customer
GAP 1
Provider
Personal needs Past experience Expected service GAP 5 Perceived service GAP 3 Service delivery (including pre- and post-contacts) Translation of perceptions into service quality specifications GAP 4 GAP 2 Management perceptions of consumer expectations External communications to consumers