MS494: Total Quality Management

Course Instructor: Dr Noor Muhammad

Teaching Assistant: Ms Mamoona

1-1

Weekly course schedule

Weekly Course Schedule

Weeks

Course Contents

Week 1

Introduction to Quality and different perspective on quality

Week 2

Quality Theory and history of quality management

Week 3

Global Supply chain quality and international quality standards: ISO 9000

Week 4

Designing and Assuring Quality: Strategic Quality Planning

Week 5

The Voice of Customers

Week 6

The Voice of the Markets: Benchmarking

Week 7

Statistical Tools

Week 8

Quality and Innovation in Product and Process Design QFD and Standard

Week 9

Mid-Term

Week 10

The Tools of Quality

Week 11

Managing Supplier Quality in the Supply Chain: Sampling

Week 12

Implementing Quality

Week 13 & 14

Six Sigma Management and Lean Tools

Week 15 & 16

Value Engineering

Week 17

Final Term*

Grading Policy
Announced/Surprise Quizzes 10%
Assignment 10%
Project 15%
Class Participation 5%
Mid Term Exam 20%
Final Exam 40%

1-3

Introduction to Quality
and Differing
Perspectives on
Quality

1-4

Differing Perspectives on Quality

Learning Objectives
What is Quality?
Differing Functional Perspectives on Quality
The Three Spheres of Quality
Other Perspectives on Quality
Arriving at a Common Perspective

1-5

What is Quality?
Garvins Product Quality Dimensions

Performance

Durability

Features

Serviceability

Reliability

Aesthetics

Conformance

Perceived Quality

1-6

What is Quality?
Garvins Product Quality Dimensions
Performance
Feature
Reliability
Conformance

Efficiency

with
which a product
achieves its
intended purpose
(

1-7

What is Quality
Garvins Product Quality Dimensions
Performance
Features
Reliability
Conformance

Attributes that
supplement the
products basic
performance

1-8

What is Quality
Garvins Product Quality Dimensions
Performance

Products

Features

propensity to
perform consistently
over the products
useful life.

Reliability
Conformance

1-9

What is Quality

Garvins Product Quality Dimensions

Performance

Adherence

Features

quantifiable
specifications

Reliability

to

Conformance

1 - 10

What is Quality
Garvins Product Quality Dimensions

Ability to tolerate
stress without failing

Durability

Serviceability

Aesthetics

Perceived Quality

1 - 11

What is Quality
Garvins Product Quality Dimensions

The ease and low

cost of repair for a
product

Durability

Serviceability

Aesthetics

Perceived Quality

1 - 12

What is Quality
Garvins Product Quality Dimensions

Degree to which
product attributes
are matched to
consumer
preferences

Durability

Serviceability

Aesthetics

Perceived Quality

1 - 13

What is Quality
Garvins Product Quality Dimensions

Quality as the
customer perceives
itimage,
recognition, word of
mouth.

Durability

Serviceability

Aesthetics

Perceived Quality

1 - 14

What is Quality
PZ&Bs (Parasuraman Zeithamel, and Berry) Service Quality
Dimensions

Tangibles

Service Reliability

Responsiveness

Assurance

Empathy

1 - 15

What is Quality
PZ&Bs Service Quality Dimensions

Tangibles

Physical

Service Reliability appearance of the

facility, equipment,
Responsiveness
personnel and
Assurance
communications
Empathy
materials

1 - 16

What is Quality
PZ&Bs Service Quality Dimensions
Tangibles

The

ability of the
Service Reliability service provider to
perform the
Responsiveness
promised service
Assurance
dependably and
Empathy
accurately

1 - 17

What is Quality
PZ&Bs Service Quality Dimensions

Tangibles

Empathy

The

willingness of
Service Reliability the provider to be
helpful and prompt
Responsiveness
in providing service
Assurance

1 - 18

What is Quality
PZ&Bs Service Quality Dimensions
Tangibles

The

knowledge
Service Reliability and courtesy of the
employees and their
Responsiveness
ability to inspire trust
Assurance
and confidence
Empathy

1 - 19

What is Quality
PZ&Bs Service Quality Dimensions
Tangibles

Caring

Service Reliability individualized

attention from the
Responsiveness
service firm
Assurance

Empathy

1 - 20

What is Quality?
Why does it matter that different definitions of
quality exist?

1 - 21

What is Quality?
Differing Functional Perspectives on Quality
Functional Perspectives on quality include:

Supply Chain Management

Engineering
Operations Management
Strategic Management
Marketing
Financial/Accounting
Human resources

1 - 22

What is Quality?
Differing Functional Perspectives on Quality
Supply Chain Management

Upstream activities
Core processes
Downstream activities

1 - 23

What is Quality?
Differing Functional Perspectives on Quality
Engineering

Design Life cycle

Applying mathematical problem-solving

skills
and modeling techniques

Product Design
Process Design

1 - 24

What is Quality?
Differing Functional Perspectives on Quality
Operations Management
Statistical Process
Control (SPC)

Shewharts Control Process

1 - 25

What is Quality?
Differing Functional Perspectives on Quality
Operations
Management
Uses the
systems view that
underlies modern
quality
management
thinking

Conversion System Model of Operations Management

1 - 26

What is Quality?
Differing Functional Perspectives on Quality
Strategic Management

Firms establish a planned course of action

to achieve quality objectives
Course of action must be consistent and
logical in terms of goals, policies, plans, and
sequencing to achieve quality improvement
Aids an organization to achieve a
sustainable competitive advantage

Generic strategic Planning Process

1 - 27

What is Quality?
Differing Functional Perspectives on Quality
Marketing

Focuses on perceived
quality of goods and
services
The primary marketing tools
for influencing customers
perception of quality are
price and advertising
The customer is the focus of
marketing-related quality
improvement

Marketing System

1 - 28

What is Quality?
Differing Functional Perspectives on Quality
Financial

Deming Value Chain

Relies more on quantified,

measurable, results-oriented
thinking
Identify and measure costs of
quality by conducting tradeoff and break-even analysis
The pursuit of quality does
not safeguard a company
against bad management

1 - 29

What is Quality?
Differing Functional Perspectives on Quality
Financial

Law of diminishing returns

1 - 30

What is Quality?
Differing Functional Perspectives on Quality
Human Resources

Employee empowerment
Organizational design
Job analysis
Quality management flourishes where the workers
and companys needs are closely aligned

1 - 31

What is Quality?
What is Quality?

The Three Spheres of Quality

1 - 32

Quality Control

Monitoring process capability and stability

Measuring process performance
Reducing process variability
Performing acceptance sampling
Developing and maintaining control charts

1 - 33

Quality Assurance

Failure mode and effects analysis

Concurrent engineering
Experimental design
Process improvement
Design team formation and management

1 - 34

Quality Management

Planning for quality improvement

Creating a quality organizational culture
Providing leadership and support
Providing training and retraining
Facilitating organizational communication

1 - 35

What is Quality?

Other Perspectives on Quality:

Value-Added Perspective on Quality
Cultural Perspective on Quality

1 - 36