Chapter 6 "Quality management", after studying this chapter you will be able to: Introduce those individuals, often referred to as quality gurus, who have played a significant role in the evolution of quality management, and describe their specific contributions; identify the different dimensions of quality as they relate to both good and services; define the various elements that comprise the cost of quality; | F O U R T H E D I T I O N Quality Management © The McGraw-Hill Companies, Inc., 2003 chapter 6 DAVIS AQUILANO CHASE PowerPoint Presentation by Charlie Cook Chapter Objectives Introduce those individuals, often referred to as quality gurus, who have played a significant role in the evolution of quality management, and describe their specific contributions. Identify the different dimensions of quality as they relate to both good and services. Define the various elements that comprise the cost of quality. Describe the more successful management quality initiatives such as total quality management (TQM) and Six Sigma. © The McGraw-Hill Companies, Inc., 2003 6– Chapter Objectives (cont’d) Present the various quality awards and recognition that promote and encourage firms to provide high quality goods and services. © The McGraw-Hill Companies, Inc., 2003 6– Managerial Issues Defining quality from the customer’s perspective. Constant increases in the level of quality of today’s goods and services. Difficulties encountered in managing service quality. Identifying quality dimensions that are most important to customers. Avoiding the costs of poor quality products and services. Customer loyalty that is increasingly based on quality. © The McGraw-Hill Companies, Inc., 2003 6– The Quality Gurus Quality Gurus Individuals who have been identified as making a significant contribution to improving the quality of goods and services. Walter A. Shewhart W. Edwards Deming Joseph M. Juran Armand Feigenbaum Philip Crosby Genichi Taguchi © The McGraw-Hill Companies, Inc., 2003 6– The Quality Gurus (cont’d) Walter A. Shewhart Statistician at Bell Laboratories Developed statistical control process methods to distinguish between random and nonrandom variation in industrial processes to keep processes under control. Developed the “plan-do-check-act” (PDCA) cycle that emphasizes the need for continuous improvement. Strongly influenced Deming and Juran. © The McGraw-Hill . | F O U R T H E D I T I O N Quality Management © The McGraw-Hill Companies, Inc., 2003 chapter 6 DAVIS AQUILANO CHASE PowerPoint Presentation by Charlie Cook Chapter Objectives Introduce those individuals, often referred to as quality gurus, who have played a significant role in the evolution of quality management, and describe their specific contributions. Identify the different dimensions of quality as they relate to both good and services. Define the various elements that comprise the cost of quality. Describe the more successful management quality initiatives such as total quality management (TQM) and Six Sigma. © The McGraw-Hill Companies, Inc., 2003 6– Chapter Objectives (cont’d) Present the various quality awards and recognition that promote and encourage firms to provide high quality goods and services. © The McGraw-Hill Companies, Inc., 2003 6– Managerial Issues Defining quality from the customer’s perspective. Constant increases in the level of quality of today’s goods
