Unit 1
Quality Manageent
MT435-02 -Operations Management
Professor: Jason Jackson
Magida Taracena
8/2/2014

A business may manufacture goods and to meet their clients needs. It is obvious that many customers always know that some businesses make better products than others, and therefore buys accordingly to it. So, that means that the business must reflect on how the client labels the word quality. I think that quality should be meant at the requirements of the customer. From here we can take that product and service quality is highly influenced by what the client want and especially by what is willing to pay. It all depends on what their needs are, and their quality expectations. The dimensions of quality for manufactured products a consumer seem to be looking for are performance, features, reliability conformance, durability, serviceability, aesthetics, safety, and other perceptions. Performance is basically how well a product is working. Features are the additional piece added. Reliability is basically the possibility that manufactured goods will operate correctly in a projected time. Conformance is the extent to which a product meets the reestablish averages. Durability is practically how long the product will last before it has to be replaced. When it comes to serviceability they are talking about the simplicity of getting things repaired. Aesthetic is the way the product looks to end-users. Safety guarantees clients that they wont experience any harm from the product. Other perceptions include prejudiced awareness based on brand name or advertising. The costs of Quality are those that take place in order to attain excellent quality and to meet the needs of the customer, as well as expenses incurred when quality is unsuccessful to satisfy the customer. The quality cost break down in two categories the cost of achieving good quality and the cost that is linked with poor quality products. The cost of achieving good quality is also known as appraisal costs and preventions costs. Prevention costs include quality-planning costs, product-design costs, and process costs, training costs and information costs. Appraisal costs includes inspection and testing costs, test equipments costs and operator costs. The cost of poor quality is composed of the internal costs and external costs. The Internal costs include the price reductions, downtime, process failure, rework, and crap. External failure costs include lost sales, liability, warranty claims, complaints, and returns. Finally the most famous well-known tools for recognizing quality problems and their major causes are named the magnificent seven. These tools are helpful to identify problems that are still and these include cause-and-effect diagrams, Pareto charts, check sheets, scatter diagrams, flowcharts, statistical process control charts and histograms. A statistical process control chart shows graphs used to study how a process changes over time. Case and effect diagrams are also called fishbone charts and they recognize many causes for an effect or problem. Check sheet is a tool for adding the number of deficiencies for a list of previous problem causes. Histogram is one of the most used ones and is shows frequency distributions. Pareto chart shows on the bar which factor is more important. Scatter Diagram is a graph that shows the relationship between two variables and recognizes a sample that many cause a quality pattern. Finally the process flow chart helps center on where in a process a quality problem might exist.

Resources

Russell, R. (2013). Operations and Supply Chain Management [VitalSouce bookshelf version]. Retrieved from http://online.vitalsource.com/books/9781118909164/id/F2-3

8 Dimensions of Quality (2014). Retrieved from, http://blog.gembaacademy.com/2008/05/28/8-dimensions-of-quality/

Seven Basic Quality Tools (2014). Retrieved from, http://asq.org/learn-about-quality/seven-basic-quality-tools/overview/overview.html