GMS 401 Lecture Notes - Lecture 7: Quality Management System, Life-Cycle Assessment, Iso 14000
4 Jan 2017
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Document Summary
An operations managers objective is to build a total quality management system that identifies and satisfies customer needs. Advantages to quality: supports differentiation, low cost, and response strategies, helps firms increase sales and reduce costs. Quality: the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. Sales gain through improved response, flexible pricing, improved reputation. Reduced costs through increased productivity, lower rework and scrap costs, lower warranty costs. User based: better performance and more features. Manufacturing based: conformance to standards, making it right the first time. Product based: specific and measurable attributes of the product. Prevention costs: reducing the potential for defects. Appraisal costs: evaluating products, parts, and services. Internal failure: producing defective parts or service before delivery. W edwards deming: 14 points for management. Joseph m juran: top management commitment, fitness for use. Philip b. crosby: quality is free, zero defects.
