garvin's quality dimensions
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Garvin's Quality DimensionsTRANSCRIPT
9-1 Management of Quality
Management of Quality-Dimensions and process
.
9-2 Management of Quality
Quality ManagementQuality Management
What does the term quality mean?
Quality is the ability of a product or service to consistently meet or exceed customer expectations.
9-3 Management of Quality
Evolution of Quality ManagementEvolution of Quality Management
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
9-4 Management of Quality
Quality Assurance vs. Strategic ApproachQuality Assurance vs. Strategic Approach
Quality Assurance Emphasis on finding and correcting defects
before reaching market Strategic Approach
Proactive, focusing on preventing mistakes from occurring
Greater emphasis on customer satisfaction
9-5 Management of Quality
Dimensions of QualityDimensions of Quality
Performance - main characteristics of the product/service
Aesthetics - appearance, feel, smell, taste Special Features - extra characteristics Conformance - how well product/service
conforms to customer’s expectations Reliability - consistency of performance
9-6 Management of Quality
Dimensions of Quality (Cont’d)Dimensions of Quality (Cont’d)
Durability - useful life of the product/service
Perceived Quality - indirect evaluation of quality (e.g. reputation)
Serviceability - service after sale
9-7 Management of Quality
Examples of Quality DimensionsExamples of Quality Dimensions
Dimension
1. Performance 2. Aesthetics 3. Special features
(Product) Automobile
Everything works, fit & finish Ride, handling, grade of materials used Interior design, soft touch Gauge/control placement Cellular phone, CD player
(Service) Auto Repair
All work done, at agreed price Friendliness, courtesy, Competency, quickness Clean work/waiting area Location, call when ready Computer diagnostics
9-8 Management of Quality
Examples of Quality Dimensions (Cont’d)Examples of Quality Dimensions (Cont’d)
Dimension
5. Reliability 6. Durability 7. Perceived quality 8. Serviceability
(Product) Automobile
Infrequency of breakdowns Useful life in miles, resistance to rust & corrosion Top-rated car Handling of complaints and/or requests for information
(Service) Auto Repair
Work done correctly, ready when promised Work holds up over time Award-winning service department Handling of complaints
9-9 Management of Quality
Service QualityService Quality
Tangibles Convenience Reliability Responsiveness Time Assurance Courtesy
9-10 Management of Quality
Examples of Service QualityExamples of Service Quality
Dimension Examples1. Tangibles Were the facilities clean, personnel neat?
2. Convenience Was the service center conveniently located?
3. Reliability Was the problem fixed?
4. Responsiveness Were customer service personnel willing and able to answer questions?
5. Time How long did the customer wait?
6. Assurance Did the customer service personnel seem knowledgeable about the repair?
7. Courtesy Were customer service personnel and the cashierfriendly and courteous?
Table 9.4
9-11 Management of Quality
Determinants of QualityDeterminants of Quality
Service
Ease ofuse
Conforms to design
Design
9-12 Management of Quality
Determinants of Quality (cont’d)Determinants of Quality (cont’d)
Quality of design Intension of designers to include or exclude
features in a product or service Quality of conformance
The degree to which goods or services conform to the intent of the designers
9-13 Management of Quality
The Consequences of Poor QualityThe Consequences of Poor Quality
Loss of business Liability Productivity Costs
9-14 Management of Quality
Top management Design Procurement Production/operations Quality assurance Packaging and shipping Marketing and sales Customer service
Responsibility for QualityResponsibility for Quality
9-15 Management of Quality
Substandard work Defective products Substandard service Poor designs Shoddy workmanship Substandard parts and materials
Ethics and QualityEthics and Quality
Having knowledge of this and failing to correctand report it in a timely manner is unethical.
9-16 Management of Quality
Quality at the SourceQuality at the Source
The philosophy of making each worker responsible for the quality of his or her work.
9-17 Management of Quality
Process Improvement: A systematic approach to improving a process
Process mapping Analyze the process Redesign the process
Process ImprovementProcess Improvement
9-18 Management of Quality
The Process Improvement CycleThe Process Improvement Cycle
Implement theImproved process
Select aprocess
Study/document
Seek ways toImprove it
Design anImproved process
Evaluate
Document
9-19 Management of Quality
Process Improvement and ToolsProcess Improvement and Tools
Process improvement - a systematic approach to improving a process Process mapping Analyze the process Redesign the process
Tools There are a number of tools that can be used for problem solving and process
improvement Tools aid in data collection and interpretation, and provide the basis for decision
making
9-20 Management of Quality
Flow Chart Example: Flow Chart Example: Self-Serve Gas Before ImprovementSelf-Serve Gas Before Improvement
Drive in check price self serve? to pumpshut offengine
walk to paystation
yes
no
check card transmit approved?turn onpump
yesno
backto car
pumpgas
walk tobooth
wait
employeetotalscharges
checkaccuracy
preparereceipt
signcopy
copy tofile
copy towallet
return to car
on the roadagain
9-21 Management of QualityFlow Chart Example:Flow Chart Example:
Self-Serve Gas After ImprovementSelf-Serve Gas After Improvement
Drive incheckprice self-serve?
no
yes
go topump
shut offengine insert
cardin pump
checkcredit card
wait
approved?
no
yes
wait forreceipt
store in system
copy towallet
on the roadagainpump gas