Lecture 1 - Introduction

Lecture 1 - Introduction Quality Definition, Importance, Evolution, Concepts SJSU Bus 142 - David Bentley

Your definition of quality? • High price? • Reliable? • Attractive? • Durable? • Other? SJSU Bus 142 - David Bentley

Performance Aesthetics Special features Conformance Reliability Durability Perceived quality Serviceability … and others add Safety Dimensions of Quality (Goods)(David Garvin) SJSU Bus 142 - David Bentley

Tangibles Service Reliability Responsiveness Assurance Empathy Availability Professionalism Timeliness Completeness Pleasantness Dimensions of Quality (Service)(Parasuraman, Zeithamel, and Berry) SJSU Bus 142 - David Bentley

Quality - a Definition - 1 • Participation activity # 1 (assigned in class) • Find as many different definitions of “quality” as you can (score will reflect extent of research). • Submit these definitions, citing sources, in 1-2 pages (with the assignment sheet attached on front) during the next class meeting. • Remember: individual work! SJSU Bus 142 - David Bentley

Quality - a Definition - 2 • Definitions to be reviewed in second class meeting • Definition to be used in this course will be given during second lecture SJSU Bus 142 - David Bentley

What is a customer? • Richard Schonberger: “The customer is the next process” • Final Customer vs. next customer • The Big “C” vs. the little “c” • Who is/are my customer(s)? • Who is/are your customer(s)? SJSU Bus 142 - David Bentley

Why Study Quality? • _____________________ • _____________________ • _____________________ • _____________________ SJSU Bus 142 - David Bentley

Why Study Quality? • It impacts us all • It takes place in all organizations • It reflects the rapidly changing world • Some of you will be working directly in this area • All managers need to possess some knowledge and skills covered here • It is essential to our economic survival SJSU Bus 142 - David Bentley

How Does Quality Impact You? • ______________________ • ______________________ • ______________________ • ______________________ • ______________________ • ______________________ SJSU Bus 142 - David Bentley

Course syllabus – 1(“green sheet”) • Contact information • Office: BT 660 • Office hours: • Mondays and Wednesdays, 9:00 – 10:00 AM • Mondays, 3:30 – 5:30 PM • or by appointment • Do NOT leave assignments under door!! SJSU Bus 142 - David Bentley

Course syllabus – 2(“green sheet”) Contact information (cont’d) Phones: Office phone: 408-924-3565 E-mail: “david.bentley@sjsu.edu Web (my home page): “http://www.cob.sjsu.edu/bentley_d/” Download, read, and understand syllabus! SJSU Bus 142 - David Bentley SJSU Bus 142 - David Bentley 12

Course syllabus – 3(“green sheet”) • Text (required) • Foster, S. Thomas, “Managing Quality,” Prentice-Hall, 4th Edition, 2010 • ISBN-10: 0136088503 or • ISBN-13: 978-0136088509 SJSU Bus 142 - David Bentley

Course syllabus – 4(“green sheet”) • Practice problems (not graded) • Class participation activities – Important! • Some in class, some take home • Term project - 2 cases • Exams (2 “midterms”, final exam) • Grading (1000 points possible) • Schedule & text reading assignments SJSU Bus 142 - David Bentley

Academic Integrity  Unless specifically permitted by the instructor, all work is to be done by the individual student, not in pairs or groups. All quotations, statements of fact, theories, principles, etc. should be referenced using notes. Failure to do so represents plagiarism. Copying of someone else’s case work or plagiarizing work will result in a zero score. Repetition will result in a failing course grade. SJSU Bus 142 - David Bentley

Course administration – 1 • Introduction (me) • Education • Experience • Goals • Expectations • Commitment • Participation • Communications • Responsibility SJSU Bus 142 - David Bentley

Course administration – 2 • Policies and courtesy rules • Ethical issues (plagiarism and cheating) • Food and drinks • Cell phones off or on silent • One person talks at a time • Use of computers in class • Attendance • Participation activities • Exam rules • Staple each multi-page assignment SJSU Bus 142 - David Bentley

Course administration - 3 • Emergency instructions • Lecture overheads • Red text = changes after posting • Roll/registration and break • Group introductions (you) • Major • Work experience • Units and work hours • Expectations SJSU Bus 142 - David Bentley

________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ Other? Information Sources? SJSU Bus 142 - David Bentley

Professional Organizations • American Society for Quality (ASQ) • Formerly ASQC • Student Chapter at SJSU?* • American National Standards Institute (ANSI) • Japanese Society for Quality Control (JSQC) • Japanese Standards Association (JSA) • Japanese Union of Scientists and Engineers (JUSE) • Society of Quality Assurance (SQA) • International Organization for Standardization (ISO) * SJSU student chapter (some semesters) SJSU Bus 142 - David Bentley

Specialized Organizations • Health care (lots of them) • Education • Water quality • Software • Government • Engineering SJSU Bus 142 - David Bentley

S.J. Mercury S.F. Chronicle Business Journal Wall Street Journal Forbes Fortune Bloomberg Business Week Harvard Business Review Information Week ASQ publications (next slide) Trade publications Other? Information Sources SJSU Bus 142 - David Bentley

ASQ Magazines & Journals • Quality Progress (main publication) • Journal for Quality and Participation (teams and leadership) • Journal of Quality Technology (QC technical aspects) • Quality Management Journal (field of management) • Six Sigma Forum Magazine (specific 6∑ needs) • Software Quality Professional (software field) • Quality Engineering (for engineers) • Technometrics(statistics for science and engineering) SJSU Bus 142 - David Bentley

Evolution of Quality – pre-1900 • Until 1700’s : craftwork; small, local, family production of goods • Renaissance: exploration, trade, banking, manufacturing – 1200-1700 • Industrial revolution: late 1700s and early 1800s • Division of labor (Adam Smith) • Interchangeable parts (Honore Blanc and Eli Whitney) • Steam engine (James Watt) SJSU Bus 142 - David Bentley

Evolution of Quality – 1900’s • Scientific management: Frederick W. Taylor • Separation of planning and execution • Specialization of work • Gauging and inspection • Assembly line and standardization (using interchangeable parts) and standardization: HenryFord SJSU Bus 142 - David Bentley

Evolution of Quality – 1920’s • “Quality Assurance”: GeorgeEdwards (Bell Labs) • Statistical control charts: WalterShewhart (Western Electric / Bell Labs) • Acceptance sampling tables: H.G. Romig and Harold Dodge (Bell Labs) SJSU Bus 142 - David Bentley

Evolution of Quality – WW II • Focus on output • Post-war conditions of various countries • U.S. – capacity + consumer demand + money; women in the workplace; GI bill • Changes in emphasis: Production > Mktg > Cost management > Mergers & Acquisition • Compare to Europe and Japan SJSU Bus 142 - David Bentley

Evolution of Quality – 1970+ • Effects of oil embargo 1 and 2 • Reawakening of quality importance • From the U.S. – W. Edwards Deming, Joseph Juran, Philip Crosby • From Japan – Kaoru Ishikawa, Genichi Taguchi,Shigeo Shingo, Noriaki Kano • Move from technical to managerial focus SJSU Bus 142 - David Bentley

Evolution of Quality – 1990+ • Organizational expansion • Product > Production processes > Manufacturing function > Enterprise • Extension to service, government, education, health care activities • Emergence and growth of Six Sigma 6 ….. 6 ….. 6  SJSU Bus 142 - David Bentley

Cost of Quality Quality is free Worker responsibility Quantity vs. Quality Reengineering Lean production (JIT) Elimination of waste Customer satisfaction Process focus Source inspection Supplier certification Changing view of the Quality professional Quality not limited to manufacturing Continuous improvement Supply chain management Six sigma Cost containment Business relocation Downsizing Globalization Recent Trends SJSU Bus 142 - David Bentley

Role of Quality Today • Facilitating • Educating and training • Communicating • Counseling • Motivating • Providing special expertise SJSU Bus 142 - David Bentley

Lecture 1 - Introduction

Lecture 1 - Introduction

Presentation Transcript

Introduction Lecture 1

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