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Stanford MS&E 269 - Quality and Operations Management

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Quality and Operations ManagementComing at Product Quality from Different SidesDimensions of QualityQuality Definitions... from the GurusStrategic Importance of Quality DimensionsTQC versus CWQC (Dr. Kaoru Ishikawa)Seven Stages of CWQCContrasting TQC and CWQCEvolution of Quality ControlYet Another Fad ?Strategic Manufacturing FociiComplimentary ApproachesDesign for ManufacturabilityProduct Design ConceptsQuality and OperationsManagementMS&E269“Product Quality Definitions”Coming at Product Quality from Different Sides•Transcendent approach•Product-based approach•User-based approach•Manufacturing-based approach•Value-based approachDimensions of Quality•Performance•Features•Reliability•Conformance•Durability•Serviceability•Aesthetics•Perceived QualityQuality Definitions... from the Gurus•Crosby: conformance to requirements•Feigenbaum: meeting customer expectation•Juran: fitness for use•Taguchi: loss imparted to society•ASQC: the totality of features and characteristics of a product or service that bear on its ability to satisfy given needsStrategic Importance of Quality Dimensions•Find the right (defensible) quality niche, some but not all of the eight dimensions•Allows ‘voice of the customer’ to be heard•Quality dimensions need to be specified in terms of product characteristics•Product characteristics need to be translated into engineering characteristics•Quality decisions must be embedded in operational control and management supportTQC versus CWQC (Dr. Kaoru Ishikawa)•Total Quality Control (TQC)–system for integrating quality technologies into varied functional (operational) departments to achieve customer satisfaction–a.k.a. TQM, TQP, TQIP, etc•Company-wide Quality Control (CWQC)–enterprise means to provide good / low cost products dividing benefit among stakeholders while improving the quality of people’s livesSeven Stages of CWQC•Product inspection•Process control•System integration•Education and Training•Product (design) and process optimization•Quality loss function•Operationalize voice of customers (VOC)Contrasting TQC and CWQCConformance to SpecificationVoice of theCustomerPrevention, appraisal, failure costs to org.Loss to societyAudit product orserviceAudit the system and management TQC CWQCDefinition of QualityCost of QualityManagement ApproachEvolution of Quality Control0 %100 %(Japan: 1945 -->)1950 1960 1970 1980 1990ProductInspectionProcessControlProduct / ProcessDesignYet Another Fad ?“Every few months, our senior managers find a newreligion. One time it was quality, another it was customer service, another it was flattening theorganization. We just hold our breath until they getover it and things get back to normal.”Strategic Manufacturing Focii•Cost / Efficiency•Quality•Differentiation–features and functions•Customer service–responsiveness, speed, dependability–support and maintenance•Flexibility•Technical Prowess–innovation, TTM–new product developmentComplimentary Approaches•Concurrent Engineering•Design for Manufacturability•Quality Function Deployment•Total Quality Management•Continuous Improvement•Supply Chain ManagementDesign for Manufacturability•A Product Design Philosophy•Design for X ...–manufacturability–assembly–testability–reliability–durability–serviceabilityProduct Design Concepts•Rapid prototyping•Concurrent Engineering (CE)•Value Engineering (VE)•Modular Design•Component Part Reduction and Assembly Simplification


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