Advanced Operations Management - S2
The strategic role & objectives of operation
What?
=> expectations
Consumer's perspective
Dynamic state
Product. Services. People. Processes. Environment.
compete in global marketplace
Rationale
Total Quality Business approach to maximise competitiveness
contnual improvement.
Key characteristics
Strategically based. customer focus. obsession w quality. scientific approach. long-term commitment. teamwork. employee involvement. empowerment. continual process improvement. bottom-up education & training. freedom thru' control. unity of purpose.
Meaning of Quality
Perspective. Producer's. Consumer's. Production I I Quality of Conformance. Marketing I I Quality of Design. Conforms to specs. Cost. Quality characteristics. Price. Fitness for consumer use.
Project Quality Dimensions
Performance. Feature. Reliability. Conformance. Durability. Serviceability. Aesthetics. efficiency -> purpose. perform consistently. supplement basic peformance. adherance to quantifiable specifications. tolerate stress / trauma. repaired. subjective characteristics. easily. cheaply. taste. feel. sound. look.
Service Quality Dimensions
Tangibles. Responsiveness. Assurance. physical appearance. Service Reliability. knowledge. courtesy. inspire. facility. equipment. personnel. compunctions equipment. ability. willigness. trust. confidence.
TQM
Perceived Quality. TQM. Quality Assurance. Quality Control. Inspection. image. recognition. word of mouth. Whole operation involved. Quality strategy. Teamwork. Staff empowerment. involves customers & suppliers. Quality Systems. Quality costing. Problem solving. Quality planning. Statistical methods. Process performance. Quality standards. Error detection. Rectification.
Function Perspectives
Engineering. Supply Chain. Strategic Mgmt. Marketing. Financial. Human Resource. Empathy. modeling techniques. biz processes. perceived quality. reduction of defects. improved org performance. employees. caring individualized attention. apply mathematical problem-solving. commitment. action.