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LECTURE 15 - Heizer - Om10 - ch06

Haizer 15

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24 views13 pages

LECTURE 15 - Heizer - Om10 - ch06

Haizer 15

Uploaded by

attiajaved09
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Course Title: Production and Operations

Management

Course Code: MGT 362

Course Book: Operations Management 10th


Edition. By Jay Heizer & Barry Render

6-1
Chapter 6: Managing Quality

6-2
Summary
 Quality and Strategy
 Defining Quality
 Implications of Quality
 Malcolm Baldrige National Quality Award
 Cost of Quality (COQ)
 Ethics and Quality Management
 International Quality Standards
 ISO 9000
 ISO14000

6-3
Summary

 Total Quality Management


 Continuous Improvement
 Six Sigma
 Employee Empowerment
 Benchmarking
 Just-in-Time (JIT)
 Taguchi Concepts
 Knowledge of TQM Tools

6-4
Employee Empowerment

 Getting employees involved in product and


process improvements
 85% of quality problems are due
to process and material
 Techniques
 Build communication networks
that include employees
 Develop open, supportive supervisors
 Move responsibility to employees
 Build a high-morale organization
 Create formal team structures
6-5
Quality Circles

 Group of employees who meet regularly to


solve problems
 Trained in planning, problem solving, and
statistical methods
 Often led by a facilitator
 Very effective when done properly

6-6
Benchmarking

Selecting best practices to use as a standard for


performance al
t e rn g
e i n kin
1. Determine what to s
U hma ig r
e n c re b
benchmark b o u ’
if y nough
2. Form a benchmark team e
3. Identify benchmarking partners
4. Collect and analyze benchmarking information
5. Take action to match or exceed the
benchmark

6-7
Best Practices for Resolving Customer
Complaints

Best Practice Justification


Make it easy for clients It is free market research
to complain
Respond quickly to It adds customers and loyalty
complaints
Resolve complaints on It reduces cost
first contact
Use computers to Discover trends, share them, and align
manage complaints your services
Recruit the best for It should be part of formal training and
customer service jobs career advancement

Table 6.3
6-8
Just-in-Time (JIT)

Relationship to quality:
 JIT cuts the cost of quality
 JIT improves quality
 Better quality means less inventory and
better, easier-to-employ JIT system

6-9
Just-in-Time (JIT)

 ‘Pull’ system of production scheduling


including supply management
 Production only when signaled
 Allows reduced inventory levels
 Inventory costs money and hides process and
material problems
 Encourages improved process and product
quality

6 - 10
Just-In-Time (JIT) Example

Work in process
inventory level
(hides problems)

Unreliable Capacity
Vendors Scrap
Imbalances

6 - 11
Just-In-Time (JIT) Example

Reducing inventory reveals


problems so they can be solved

Unreliable Capacity
Vendors Scrap
Imbalances

6 - 12
Summary

 Total Quality Management


 Continuous Improvement
 Six Sigma
 Employee Empowerment
 Benchmarking
 Just-in-Time (JIT)
 Taguchi Concepts
 Knowledge of TQM Tools

6 - 13

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