Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 1 1 - 1

Chapter 1

Differing Perspectives on Quality

1 - 2Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 2

Chapter Overview What is Quality? Differing Functional Perspectives on Quality The Three Spheres of Quality Other Perspectives on Quality Arriving at a Common Perspective

(

Differing Perspectives on QualityChapter 1

1 - 3Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 3

What is Quality? Project Quality Dimensions

Performance Features Reliability Conformance

Durability Serviceability Aesthetics Perceived Quality

©

1 - 4Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 4

What is Quality?Project Quality Dimensions

(

PerformanceFeatureReliabilityConformance

Efficiency with which a product achieves its intended purpose

1 - 5Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 5

What is QualityProject Quality Dimensions

PerformanceFeaturesReliabilityConformance

Attributes that supplement the product’s basic performance

1 - 6Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 6

What is QualityProject Quality Dimensions

PerformanceFeaturesReliabilityConformance

Perform consistently over the product’s useful life.

1 - 7Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 7

What is QualityProject Quality Dimensions

PerformanceFeaturesReliabilityConformance

Adherence to quantifiable specifications

1 - 8Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 8

What is QualityProject Quality Dimensions

Tolerate stress or trauma without failing

Durability Serviceability Aesthetics Perceived Quality

1 - 9Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 9

What is QualityProject Quality Dimensions

A product is serviceable if it can be repaired easily and cheaply

Durability Serviceability Aesthetics Perceived Quality

1 - 10Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 10

What is QualityProject Quality Dimensions

Subjective characteristics such as taste, feel, sound, look.

Durability Serviceability Aesthetics Perceived Quality

1 - 11Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 11

What is QualityProject Quality Dimensions

Quality as the customer perceives it…image, recognition, word of mouth.

Durability Serviceability Aesthetics Perceived Quality

1 - 12Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 12

What is QualityService Quality Dimensions

Tangibles Service Reliability Responsiveness Assurance Empathy

1 - 13Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 13

What is QualityService Quality Dimensions

Tangibles Service Reliability Responsiveness Assurance Empathy

Physical appearance of the facility, equipment, personnel and compunctions equipment

1 - 14Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 14

What is QualityService Quality Dimensions

Tangibles Service Reliability Responsiveness Assurance Empathy

The ability of the service provider to perform the promised service

1 - 15Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 15

What is QualityService Quality Dimensions

Tangibles Service Reliability Responsiveness Assurance Empathy

The willingness of the provider to be helpful and prompt in providing service

1 - 16Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 16

What is QualityService Quality Dimensions

Tangibles Service Reliability Responsiveness Assurance Empathy

The knowledge and courtesy of the employees and their ability to inspire trust and confidence

1 - 17Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 17

What is QualityService Quality Dimensions

Tangibles Service Reliability Responsiveness Assurance Empathy

Caring individualized attention from the service company

1 - 18Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 18

What is Quality?

Why does it matter that different definitions of quality exist?

1 - 19Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 19

Functional Perspectives include: Engineering Supply Chain Operations Strategic Management Marketing Financial Human resource

What is Quality?Differing Functional Perspectives on Quality

1 - 20Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 20

What is Quality?Differing Functional Perspectives on Quality

Engineering

Applying mathematical problem-solving skills and modeling techniques

Operations Research Product Design Engineering Concurrent Engineering

Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 21 1 - 21

What is Quality?Differing Functional Perspectives on Quality

Operations Perspective

Uses the Systems View that underlies modern Quality management thinking

1 - 22Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 22

What is Quality?Differing Functional Perspectives on Quality

Strategic Management

For Quality Management to be pervasive in a firm it needed to be included in all of the firm’s business processes including strategic Planning

1 - 23Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 23

What is Quality?Differing Functional Perspectives on Quality

Financial Deming: Quality Improvement is linked to

reduction of defects and improved organizational performance

1 - 24Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 24

What is Quality?Differing Functional Perspectives on Quality

Financial Deming: Quality Improvement is linked to reduction

of defects and improved organizational performance

Juran: Quality related costs can result in lost sales

because of a poor reputation for reliability

1 - 25Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 25

What is Quality?Differing Functional Perspectives on Quality

Human Resources It is impossible to implement quality without

the commitment and action of the employees

1 - 26Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 26

What is Quality?Differing Functional Perspectives on Quality

Marketing

Marketers focus on perceived quality or quality as the customer views it.

1 - 27Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 27

What is Quality?

What is Quality?The Three Spheres of Quality

Quality

Management

Quality Assurance

Quality Control

1 - 28Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 28

What is Quality?

Other Perspectives on Quality: Value-Added Perspective on Quality Cultural Perspective on Quality

`

1 - 29Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 1 - 29

What is Quality?Chapter 1 Review

There are different perspectives on quality There is disagreement on the definition of quality Quality control, quality assurance and quality

management focus on different aspects of quality Quality improvement requires a complex mix of

factors

`

1 - 30Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying,

recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.