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Operations Management Developing Effective Operations: Quality

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Title: Operations Management Developing Effective Operations: Quality


1
Operations Management Developing Effective
Operations Quality
  • Quality is everyones responsibility
  • W. Edwards Deming
  • How long does it take you, as a boss, to achieve
    world class quality? Less than a nanosecond to
    attain it, a lifetime of passionate pursuit to
    maintain it.
  • Tom Peters

2
Developing Effective Operations Quality In this
topic you will learn about
  • The meaning of quality
  • The distinction between quality control and
    quality assurance
  • Systems of quality assurance
  • Quality standards

3
The meaning of quality
  • Quality means the ability of a product or service
    to meet customers expectations
  • Different customers will however have a different
    perception of quality
  • Customers interpretation of quality may be
    influenced by a number of factors including
  • Price
  • Brand
  • Customers personal expectations and experiences
  • Nature of product or service

What makes a quality film?
4
The meaning of quality
  • Quality can be expressed or measured in a number
    of ways, these include
  • Aesthetics i.e. physical appearance
  • Features i.e. physical attributes
  • Core Aspects i.e. basic abilities/ functionality
  • Actual Aspects i.e. added extras / functionality
  • Augmented Aspects i.e. support feature e.g.
    warranty
  • Performance i.e. reliability, durability
  • Intangible Aspects i.e. non physical attributes
    e.g. brand name, reputation

The rise and fall of Ratners. Can he now convince
customers on the high street he is a quality
jewellers? Why might a consumers perception of
quality be particularly important when buying
jewellery?
You will need access to the internet to view this
video clip
5
The meaning of quality
  • Quality is also important when providing a
    service, the measures we apply may however be
    different.
  • Friendliness of staff
  • Speed of service
  • Efficiency of service
  • Staff knowledge
  • Cleanliness of facilities
  • Appearance of environment
  • Which measures of quality are most important to
  • you when choosing
  • a mobile phone
  • a holiday
  • a sports shirt
  • a sandwich shop

6
What is quality control?
  • The checking of a good or service before it is
    delivered to a customer i.e. at the end of the
    process
  • Normally relies on an inspection process
  • Head chef inspects a meal on a plate before it
    leaves the kitchen
  • Quality inspector tests a product at the end of
    the production line
  • Supervisor records and listens into a phone
    conversation at a call centre

What is the job of a quality control inspector?
7
Quality Control
  • Advantages
  • Quality can be monitored
  • Stops faulty products reaching the customer
  • Common problems can be identified
  • Inspector takes responsibility
  • Often a robust system
  • Disadvantages
  • Takes responsibility away from operatives
  • Requires specialist / additional personnel
  • Problems only identified at end of process
  • Waste levels may be high

If you worked in a bakers would you prefer to be
responsible for checking the quality of your own
work or have some one else inspect it? Justify
your answer
8
What is quality assurance?
  • The checking of a product or service at each
    stage of its production e.g. as it travels along
    a production line
  • Relies upon self-checking
  • A sauce chef tastes the sauce before passing to
    chef in charge of a dish
  • Each operative checks their stage of the process
    or component before passing it along

Its a funny thing about life if you refuse to
accept anything but the best, you very often get
it Somerset Maugham To what extent do you think
this quote relates to the performance of
operatives responsible for self checking?
9
Quality Assurance
  • Advantages
  • Positive effect on staff morale
  • Greater responsibility
  • More motivated
  • Lower wastage levels
  • Faults identified earlier
  • Less need for reworking
  • Achieve certification for quality assurance
  • Inspection throughout the process
  • Disadvantages
  • Relies on commitment of all employees
  • Additional training costs
  • Production process may be delayed
  • Accreditation for quality assurance itself does
    not ensure quality!

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2
3
4
5
Each operative will check the component as it
reaches them and again as it leaves them
10
Systems of quality assurance
  • Businesses will often strive for quality
    assurance through the adoption of a system
  • They will set down a clear process to be followed
  • The most frequently adopted system is Total
    Quality Management (TQM)
  • Many businesses will seek to achieve
    accreditation for their quality assurance
    standards e.g. ISO9000

Some industries set their own quality assurance
standards and accreditations
11
Achieving ISO9000 a quality standard
Clear quality targets
System to achieve targets
System to measure results
Resources to take corrective action
With ISO9000 you can still have terrible
processes and products. You can certify a
manufacturer that makes life jackets from
concrete, as long as those jackets are made
according to the documented procedures and the
company provides the next of kin with
instructions on how to complain about
defects. Richard Beutow, US Executive, Motorola
Read more about ISO9000 at The British
Accreditation Bureau
12
Total Quality Management
  • TQM sees quality as the responsibility of all
    employees
  • Each employee is a link in the chain and treats
    the next link as if they were an external
    customer
  • They will pass the product on only if it is
    correct
  • Philosophy of get it right first time

The AQA exam board states that Systems of
quality assurance, should include Total Quality
Management (TQM)
Look at just how far some businesses will go to
achieve TQM
13
Why is quality important?
  • Can help achieve lower unit cost
  • Less waste
  • Positive image to consumer
  • Reputation
  • Positive word of mouth
  • Unique Selling Point
  • Pricing decisions
  • Improved competitiveness

14
Activity Ready made meals
  • Achieving TQM requires the commitment of all
    workers.
  • Try to identify all the quality issues in
    producing a ready made meal
  • Design a poster to be displayed around a ready
    made meals factory. It should include
  • Quality assurance
  • Staff responsibility
  • To motivate them
  • To remind them
  • To provide tips
  • Why quality is important

Look at the ready made meals at Morrison's to
help identify the degree of complexity in
producing them
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