Chapter 1 Introduction

1
Chapter 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

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Quality - a Definition - 1

• Fitness for use Joseph Juran
• Conformance to requirements Philip Crosby
• Based on various factors reliability,
  durability, performance, usefulness, aesthetics,
  price, etc. - Various
• Meets customer requirements Various
• Consistently meets or exceeds customer
  expectations William Stevenson

6
Quality - a Definition - 2

• Consistently meets or exceeds customer
  requirements David Bentley
• Emphasis on requirements
• Includes understanding of expectations
• Implies an agreement
• explicit or
• Implicit
• Concept Do it right the first time and every
  time

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!
• Text (required)
• Foster, S. Thomas, Managing Quality Integrating
  the Supply Chain, 3rd Edition, Pearson Prentice
  Hall, 2007

11
Course syllabus 2(green sheet)

• Contact information
• Office BT 556
• Do NOT leave assignments under door!!
• Office hours
• most Mon, Wed 900 AM 930 AM and
• Mon, Thu 300 545 PM, or by appointment
• Phones Office phone [phone]
• E-mail bentley_d_at_cob.sjsu.edu

12
Course syllabus 3(green sheet)

• Assignments Homework (not graded)
• Class participation Important!
• Term project - 3 cases
• Exams (3 midterms, final exam)
• Participation activities (10 out of 11)
• 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

15
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
• 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

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Information Sources?

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

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

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Information Sources

• S.J. Mercury
• S.F. Chronicle
• Business Journal
• Wall Street Journal
• Forbes
• Fortune
• Business Week

• Harvard Business Review
• Information Week
• ASQ journals
• Trade publications
• Other?

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
Course Organization - 1

• Part 1 Introduction and High Level Setting
• Overview, history, philosophy Chapters 1, 2
• Globalization Chapter 3
• Strategic planning Chapter 4
• Customers Chapter 5

21
Course Organization - 2

• Part 2 Processes, Suppliers Tools
• Marketplace Chapter 6
• Product process design Chapter 7
• Designing quality services Chapter 8
• Supplier quality Chapter 9
• Quality tools Chapter 10

22
Course Organization - 3

• Part 3 Statistical topics
• Teams Chapter 11
• Statistical Process Control Chapters 12, 13
• Six sigma Chapters 14
• Managing learning Chapter 15
• Quality system implementation Chapter 16

23
Evolution of Quality pre-1900

• Until 1700s craftwork small, local, family
  production of goods
• Renaissance exploration, trade, banking,
  manufacturing 1400-1700
• Industrial revolution division of labor,
  interchangeable parts, and the steam engine
  1700s
• Adam Smith
• Honore Le Blanc and Eli Whitney
• James Watt

24
Evolution of Quality 1900s

• Scientific management
• Frederick W. Taylor
• Separation of planning and execution
• Gauging and inspection
• Assembly line and standardization
• Henry Ford

25
Evolution of Quality 1920s

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

26
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

27
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

28
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 ?

29
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

30
Role of Quality Today

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