Week 1 Introduction

1
Week 1 - Introduction

• Quality Definition, Importance, Evolution,
  Concepts

2
Your definition of quality?

• High price?
• Reliable?
• Attractive?
• Durable?
• Other?

3
Dimensions of Quality (Goods) (David Garvin)

• Performance
• Aesthetics
• Special features
• Conformance
• Reliability

• Durability
• Perceived quality
• Serviceability
• and others add
• Safety

4
Dimensions of Quality (Service) (Parasuraman,
Zeithamel, and Berry)

• Availability
• Professionalism
• Timeliness
• Completeness
• Pleasantness

• Tangibles
• Service Reliability
• Responsiveness
• Assurance
• Empathy

5
Quality - a Definition - 1

• Participation activity 1
• 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!

6
Quality - a Definition - 2

• Definitions to be reviewed in second lecture
• Definition to be used in this class will be given
  during second lecture

7
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)?

8
Why Study Quality?

• _____________________
• _____________________
• _____________________
• _____________________

9
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

10
Course syllabus 1(green sheet)

• Web (my home page)
• http//www.cob.sjsu.edu/bentley_d/
• Download, read, and understand syllabus!
• Texts (required)
• Kemp, Sid, Quality Management Demystified,
  McGraw-Hill, 2006
• Pande, Peter S., Neuman, Robert P. and Cavanagh,
  Roland R., McGraw-Hill, 2000
• Liker, Jeffrey R., The Toyota Way, McGraw-Hill,
  2004

11
Course syllabus 2(green sheet)

• Contact information
• Office BT 660
• Do NOT leave assignments under door!!
• Office hours
• Mon, Wed 900 1030 AM
• Wed, 345 545 PM
• or by appointment
• Phones Office phone [phone]
• E-mail bentley_d_at_cob.sjsu.edu

12
Course syllabus 3(green sheet)

• Practice problems (not graded)
• Participation activities Important!
• Some in class, some take home
• Term project - 2 cases
• Exams (3 midterms, final exam)
• Grading
• Schedule text reading assignments

13
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 elses case work or
plagiarizing work will result in a zero score.
Repetition will result in a failing course grade.

14
Course administration 1

• Introduction (me)
• Education
• Experience
• Goals
• Expectations
• Commitment
• Participation
• Communications
• Responsibility

15
Course administration 2

• Policies and courtesy rules
• Ethical issues (plagiarism and cheating)
• Food and drinks
• Cell phones off or on silent (no texting)
• One person talks at a time
• Use of computers in class
• Attendance
• Exam rules

16
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

17
Information Sources?

• ________________
• ________________
• ________________
• ________________
• ________________
• ________________
• ________________

• ________________
• ________________
• ________________
• ________________
• ________________
• ________________
• Other?

18
Information Sources

• to be completed in class

19
Professional Organizations

• American Society for Quality (ASQ)
• Formerly ASQC
• Student Chapter at SJSU?
• Association for Quality and Participation (AQP)
• American Society for Manufacturing Engineers
  (ASME)
• Institute of Industrial Engineers (IIE)
• Institute for Operations Research and Management
  Science (INFORMS)
• SJSU student chapter (some semesters)

20
Evolution of Quality pre-1900

• Until 1700s craftwork small, local, family
  production of goods
• Renaissance exploration, trade, banking,
  manufacturing 1400-1700
• Industrial revolution late 1700s and early 1800s
• Division of labor (Adam Smith)
• Interchangeable parts (Honore Blanc and Eli
  Whitney)
• Steam engine (James Watt)

21
Evolution of Quality 1900s

• Scientific management
• Frederick W. Taylor
• Separation of planning and execution
• Specialization of work
• Gauging and inspection
• Assembly line (using interchangeable parts) and
  standardization
• Henry Ford

22
Evolution of Quality 1920s

• Quality Assurance George Edwards (Bell Labs)
• Statistical control charts Walter Shewhart
  (Western Electric / Bell Labs)
• Acceptance sampling tables H.G. Romig and Harold
  Dodge (Bell Labs)

23
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 gt Mktg gt Cost
  management gt Mergers Acquisition
• Compare to Europe and Japan

24
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
• Move from technical to managerial focus

25
Evolution of Quality 1990

• Organizational expansion
• Product gt Production processes gt Manufacturing
  function gt Enterprise
• Extension to service, government, education,
  health care activities
• Emergence and growth of Six Sigma
  6 ?.. 6 ?.. 6 ?

26
Recent Trends

• Changing view of the Quality professional
• Quality not limited to manufacturing
• Continuous improvement
• Supply chain management
• Six sigma
• Cost containment
• Business relocation
• Downsizing
• Globalization

• 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

27
Role of Quality Today

• Facilitating
• Educating and training
• Communicating
• Counseling
• Motivating
• Providing special expertise