1 / 6

Chapter 24: Developing Effective Operations

Chapter 24: Developing Effective Operations. QUALITY. Quality. Those features of a product or service that allow it to satisfy (or delight) customers Tangible measures of quality: Appearance Reliability Durability Functions (added extras)

Download Presentation

Chapter 24: Developing Effective Operations

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Chapter 24: Developing Effective Operations QUALITY

  2. Quality • Those features of a product or service that allow it to satisfy (or delight) customers • Tangible measures of quality: • Appearance • Reliability • Durability • Functions (added extras) • After-sales service: cost, promptness, effectiveness • Repair and maintenance needs • Intangible measures of quality: • Image and brand • Reputation • Exclusiveness

  3. Importance of quality to a business Quality System – the approach used by an organisation to achieve quality. Most quality systems can be classified as either quality control or quality assurance.

  4. Quality Control • A system that uses inspection as a way of finding any faults in the good or service being provided.

  5. Quality Assurance • A system that aims to achieve or improve quality by organising every process to get the product “right first time” and prevent mistakes ever happening • Benefits: • Ownership of the product or service rests with the workers rather than with an independent inspector, giving them greater responsibility • Theorists such as Herzberg argue that there are positive effects on motivation because of this sense of ownership and recognition of the worker’s responsibility • Costs are reduced because there is less waste and less need for reworking of faulty products • With all staff responsible for quality, there should be a higher and more consistent level of quality, which can lead to marketing advantages for the firm.

  6. Systems of Quality Assurance • Total quality management (TQM) – a culture of quality that involves all employees of a firm • Kaizen (“continuous improvement”) – a policy of implementing small, incremental changes in order to achieve better quality and/or greater efficiency • Quality Standards – a set of criteria for quality established by an organisation. IE: BS 5750, ISO9001

More Related