Slide MGT209 Slide06

Operations
Management
Managing Quality
Chapter 6
PowerPoint presentation to accompany Heizer/Render – Principles
of Operations Management, 5e, and Operations Management, 7e

6-1

© 2004 by Prentice Hall, Inc. , Upper Saddle River, N.J. 07458

Outline
 GLOBAL COMPANY PROFILE: MOTOROLA
 QUALITY AND STRATEGY
 DEFINING QUALITY




Implications of Quality
Malcolm Baldrige National Quality Award

Cost of Quality (COQ)

 INTERNATIONAL QUALITY STANDARDS



ISO 9000
ISO14000

PowerPoint presentation to accompany Heizer/Render – Principles
of Operations Management, 5e, and Operations Management, 7e

6-2

© 2004 by Prentice Hall, Inc. , Upper Saddle River, N.J. 07458

Outline - Continued
 TOTAL QUALITY MANAGEMENT








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

PowerPoint presentation to accompany Heizer/Render – Principles
of Operations Management, 5e, and Operations Management, 7e

6-3

© 2004 by Prentice Hall, Inc. , Upper Saddle River, N.J. 07458

Outline - Continued

 TOOLS OF TQM








Check sheets
Scatter Diagrams
Cause-and-Effect Diagram
Pareto Charts
Flow Charts
Histograms
Statistical Process Control (SPC)

PowerPoint presentation to accompany Heizer/Render – Principles
of Operations Management, 5e, and Operations Management, 7e

6-4

© 2004 by Prentice Hall, Inc. , Upper Saddle River, N.J. 07458

Outline - Continued
 THE ROLE OF INSPECTION
When and Where to Inspect
 Source Inspection
 Service Industry Inspection
 Inspection of Attributes vs Variables


 TQM IN SERVICES

PowerPoint presentation to accompany Heizer/Render – Principles
of Operations Management, 5e, and Operations Management, 7e

6-5

© 2004 by Prentice Hall, Inc. , Upper Saddle River, N.J. 07458

Learning Objectives
When you complete this chapter, you should be able
to:
Identify or Define:






Quality
Malcolm Baldrige National Quality Award
ISO International Quality Standards
Demings, Juran, and Crosby
Taguchi Concepts

PowerPoint presentation to accompany Heizer/Render – Principles
of Operations Management, 5e, and Operations Management, 7e

6-6

© 2004 by Prentice Hall, Inc. , Upper Saddle River, N.J. 07458

Learning Objectives - continued
When you complete this chapter, you should be able
to :
Explain:







Why quality is important
Total Quality Management (TQM)
Pareto charts
Process charts
Quality robust products

Inspection

PowerPoint presentation to accompany Heizer/Render – Principles
of Operations Management, 5e, and Operations Management, 7e

6-7

© 2004 by Prentice Hall, Inc. , Upper Saddle River, N.J. 07458