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🅱️9️⃣ &🅱️🔟 (Audio 9.1 (Balance (Cost, Benefits, Of quality), Org…

- - - - Taste
      - Appeaence
  - - - E.g.
        
        Delivery on time & in full
        
        Right first time
  - - - Waste
      - Customer satisfaction
      - Cost to make
  - - - Cost
        
        Delivery
        
        Production
    - - Strong relationship
        
        Customers
        
        Consumers
- - - - 1️⃣
        
        Judge the importance of performance measures to customers
        
        Importance scale
        
        1️⃣-9️⃣
      - 3️⃣
        
        Match performance against criteria #
      - 4️⃣
        
        Develop improvement plans
      - 2️⃣
        
        Judge the performance agains competitors
        
        Performance scale #
- - - - Likelihood
        
        Matrix
        
        From
        
        Rare
        
        to
        
        Almost certain
        
        Titles
        
        General impression
        
        % chance of occurrence
        
        Complexity of process
        
        Presence of checks & balances
        
        Industry history of occurrences
        
        Degree of control over factors
      - Hazard
      - Risk
      - Impact
        
        From
        
        Very low
        
        to
        
        Very high
        
        Matrix
        
        Types
        
        Financial
        
        PR
        
        Environmental
        
        Safety
        
        Org objectives
      - Resilience
    - - Come from
        
        Technology
        
        Customers
        
        Human capital
        
        Organisational
        
        Supply chain
  - - - Failures
        
        Product/ service design
        
        Supply
        
        Customers
        
        Within op's or process
        
        Environmental disruption
    - - Ericssons
      - Zones
        
        Transfer
        
        Reduce
        
        Share
        
        Take
        
        Aviod
- - - - Accumulate
      - Escalate
      - Many ways a business can suffer
        
        Relationship with customer
        
        Reputational damage
        
        Additional waste
        
        Cost
        
        Planning
        
        Management of
        
        Stock
        
        Resources
  - - - Associated with quality
        
        Appraisal
        
        Defects
        
        Internal
        
        External
        
        Prevention
    - - QA
      - Finished product/ service
      - Meets
        
        Criteria given (all of)
        
        Expecations
    - - QC
      - Covers
        
        Elements
        
        Fulfil
        
        Technical product
        
        Service requirements
    - - Whole orgs responsibility
      - Internal processes delt with as customer-supplier processes
      - Look for improvements at each stage of the process
        
        Rather then not making errors
      - Individuals take responsibility for delivering product/ service to a customer
        
        Intenally
        
        Externally
      - Measure quality
        
        Equates
        
        Organisational performance
        
        Customer perception
- - - - Adapted Slack et al,. 2006
    - - Lower
      - Higher
    - - Parasuraman et al., 1985
      - 5️⃣ Gaps
    - - Parasuraman, 1991
    - - Hellman &Liu, 2013
- - - - Fishbone diagram