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Week 1 Introduction

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High price? Reliable? Attractive? Durable? Other? Rev. 08/26/07. SJSU Bus 142 - David Bentley ... Renaissance: exploration, trade, banking, manufacturing 1400-1700 ... – PowerPoint PPT presentation

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Title: 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 408-924-3565
  • 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
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