Resumen The Management And Control Of Quality
Páginas: 59 (14663 palabras)
Publicado: 17 de octubre de 2012
Chapter 1
Introduction to Quality
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
1
Modern Importance of Quality
“The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.” - William Cooper Procter
THEMANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
2
Quality Assurance
...is any action directed toward providing customers with goods and services of appropriate quality.
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
3
History of Quality Assurance (1 of 2)
• Skilled craftsmanship during Middle Ages • Industrial Revolution:rise of inspection and separate quality departments • Statistical methods at Bell System • Quality control during World War II • Quality management in Japan
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
4
History of Quality Assurance (2 of 2)
• Quality awareness in U.S. manufacturing industry during 1980s: “Total Quality Management” • MalcolmBaldrige National Quality Award (1987) • Quality in service industries, government, health care, and education • Current and future challenge: keep progress in quality management alive
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
5
Contemporary Influences on Quality
• • • • • • • • Parterning Learning systems Adaptability and speed of change Environmentalsustainability Globalization Knowledge focus Customization and differentiation Shifting demographics
6
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
Definitions of Quality
• Transcendent definition: excellence • Product-based definition: quantities of product attributes • User-based definition: fitness for intended use • Value-based definition: qualityvs. price • Manufacturing-based definition: conformance to specifications
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
7
Quality Perspectives
transcendent & product-based
Customer
user-based
needs Marketing
products and services
value-based
Design
manufacturingbased Manufacturing
Distribution
Information flow Product flow
THEMANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
8
Customer-Driven Quality
• “Meeting or exceeding customer expectations” • Customers can be...
– Consumers – External customers – Internal customers
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
9
Total Quality
• People-focused management system • Focus on increasingcustomer satisfaction and reducing costs • A systems approach that integrates organizational functions and the entire supply chain • Stresses learning and adaptation to change • Based on the scientific method
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
10
Principles of Total Quality
• • •
Customer and stakeholder focus Participation and teamworkProcess focus and continuous improvement
...supported by an integrated organizational infrastructure, a set of management practices, and a set of tools and techniques
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
11
Customer and Stakeholder Focus
• •
•
•
Customer is principal judge of quality Organizations must first understand customers’needs and expectations in order to meet and exceed them Organizations must build relationships with customers Customers include employees and society at large
12
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
Participation and Teamwork
• •
• •
Employees know their jobs best and therefore, how to improve them Management must develop the systems and...
Introduction to Quality
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
1
Modern Importance of Quality
“The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.” - William Cooper Procter
THEMANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
2
Quality Assurance
...is any action directed toward providing customers with goods and services of appropriate quality.
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
3
History of Quality Assurance (1 of 2)
• Skilled craftsmanship during Middle Ages • Industrial Revolution:rise of inspection and separate quality departments • Statistical methods at Bell System • Quality control during World War II • Quality management in Japan
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
4
History of Quality Assurance (2 of 2)
• Quality awareness in U.S. manufacturing industry during 1980s: “Total Quality Management” • MalcolmBaldrige National Quality Award (1987) • Quality in service industries, government, health care, and education • Current and future challenge: keep progress in quality management alive
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
5
Contemporary Influences on Quality
• • • • • • • • Parterning Learning systems Adaptability and speed of change Environmentalsustainability Globalization Knowledge focus Customization and differentiation Shifting demographics
6
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
Definitions of Quality
• Transcendent definition: excellence • Product-based definition: quantities of product attributes • User-based definition: fitness for intended use • Value-based definition: qualityvs. price • Manufacturing-based definition: conformance to specifications
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
7
Quality Perspectives
transcendent & product-based
Customer
user-based
needs Marketing
products and services
value-based
Design
manufacturingbased Manufacturing
Distribution
Information flow Product flow
THEMANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
8
Customer-Driven Quality
• “Meeting or exceeding customer expectations” • Customers can be...
– Consumers – External customers – Internal customers
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
9
Total Quality
• People-focused management system • Focus on increasingcustomer satisfaction and reducing costs • A systems approach that integrates organizational functions and the entire supply chain • Stresses learning and adaptation to change • Based on the scientific method
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
10
Principles of Total Quality
• • •
Customer and stakeholder focus Participation and teamworkProcess focus and continuous improvement
...supported by an integrated organizational infrastructure, a set of management practices, and a set of tools and techniques
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
11
Customer and Stakeholder Focus
• •
•
•
Customer is principal judge of quality Organizations must first understand customers’needs and expectations in order to meet and exceed them Organizations must build relationships with customers Customers include employees and society at large
12
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
Participation and Teamwork
• •
• •
Employees know their jobs best and therefore, how to improve them Management must develop the systems and...
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