23
Slide 2.1 Chapter 2 Quality in Manufacturing and Service Systems
Slide 2.1
Chapter 2
Quality in Manufacturing and Service Systems
Slide 2.2
Growth of Modern Quality Management
Manufacturing quality
Improvedproduct designs
Servicequality
Performanceexcellence
Key Idea
As consumer expectations have risen, a focus on quality has permeated other key sectors of the economy, most notably health care, education, not-for-profits, and government.
Slide 2.3
Slide 2.4
Quality in Manufacturing System Functions (1 of 2)
Marketing and sales Responsible for determining customer needs and expectations
Product design and engineering Responsible for developing technical specifications for products and
processes determined by the marketing function Purchasing and receiving
Responsible for procurement Production planning and scheduling
Responsible for specifying long-term and short-term production requirements for filling customer orders and meeting anticipated demands
Manufacturing and assembly Responsible that the product is made correctly
Tool engineering Responsible for designing and maintaining tools used in
manufacturing inspection
Slide 2.5
Quality in Manufacturing System Functions (2 of 2)
Industrial engineering and process design Responsible for working with product design engineers to develop
realistic specifications, appropriate technologies, equipment, work methods, and a smooth production flow
Finished goods inspection and test Judge the quality of manufacturing
Packaging, shipping, and warehousing Protect the quality of goods after manufacturing
Installation and service
Relationships in a Typical Manufacturing System (Fig.2.1)
Slide 2.6
Quality in Marketing
Marketing and sales personnel are responsible for determining the needs and expectations of consumers.
Slide 2.7
Quality in Product Design
Product design and engineering functions develop technical specifications for products and production processes to meet the requirements determined by the marketing function.
Slide 2.8
Quality in Purchasing
A purchasing agent should not simply be responsible for low-cost procurement, but should maintain a clear focus on the quality of purchased goods and materials.
Slide 2.9
Quality in Production Planning & Scheduling
Poor quality often results from time pressures caused by insufficient planning and scheduling.
Slide 2.10
Quality in Manufacturingand Assembly
Both technology and people are essential to high-quality manufacturing.
Slide 2.11
Quality in Production Planning & Scheduling
Poor quality often results from time pressures caused by insufficient planning and scheduling.
Slide 2.12
Quality in Process Design
Manufacturing processes must be capable of producing output that meets specifications consistently.
Slide 2.13
Quality in Finished Goods Inspection and Testing
The purposes of final product inspection are to judge the quality of manufacturing, to discover and help to resolve production problems that may arise, and to ensure that no defective items reach the customer.
• If quality is built into the product, final inspection should be used for auditing and testing
Slide 2.14
Quality in Installation and Service
Service after the sale is one of the most important factors in establishing customer perception of quality and customer loyalty.
Slide 2.15
Slide 2.16
Quality in Business Support Functions for Manufacturing
General management Finance and accounting Human resource management Quality assurance Legal services
Slide 2.17
Quality in Services
Service is defined as “a social act which takes place in direct contact between the customer and representatives of the service company.” Examples: Hospitals
Law firms
Slide 2.18
Types of Services
Core services - primary means of creating customer satisfaction
Facilitating services - enhance the value of core services
American Management Association estimates that poor customer service accounts for 2/3 of the portion a company’s customers are lost annually
Slide 2.19
Critical Differences Between Service and Manufacturing
Customer needs more difficult to identify and measure
Output is intangible Services are produced and consumed simultaneously Customers are often involved in actual process Services are more labor-intensive Manufacturing is more equipment intensive Services handle large numbers of transactions
Slide 2.20
Higher Education as a Production System
Design and Redesign Consumer
research Suppliers: families, highschools, colleges, business
Customers:business, families,society, students
Inputs:studentsfaculty
Processes
Teaching, counseling, scientific research
Outputs:able studentsnew knowledge
Slide 2.21
Key Dimensions of Service Quality
Time Timeliness Completeness Courtesy Consistency
Accessibility and convenience
Accuracy Responsiveness
Slide 2.22
Key Service Attributes
Intangible output Simultaneous production and
consumption Customer involvement Labor intensity High volumes of transactions
Slide 2.23
Service System Quality: Two Important Components
Employees Information technology
