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CHAPTER 5: QUALITY MANAGEMENT - Coggle Diagram
CHAPTER 5: QUALITY MANAGEMENT
Implication of Quality
Company Reputation
improve company reputation/have good image if have Good quality, practices or quality product.
Product Liability
will reduce product liability when customer use product that brings harm or give them a bad effect.
Global Implication
Good quality product or services that makes us could compete with the international companies.
Dimension of Quality
A quality product is a product that meets the expectations of the customers.
Performance - has to do with the expected operating characteristics of a product or service.
Features - the extras of a product or service and complement its basic functioning.
Reliability - focus of the dimension reliability is more on how long a product will perform consistently according to the specifications of that product.
Conformance - about to what extent the product or service conforms to the specifications.
Durability - how long a product will last or perform.
Serviceability - reflect if the product is relatively easy to maintain and repair.
Aesthetics - the way a product looks and contributes to the company’s identity or a brand.
Perceived Quality
Cost of Quality
Prevention Costs
to prevent failure/breakdown happen. E.g. Service car every 3 months.
Appraisal Cost
a testing cost. To evaluate the quality of a product.
Internal Failure
Happen before customer receive product.
External Failure
Happen after customer receive the product. E.g. customer claim warranty after they realize the defect on product.
TQM - TOTAL QUALITY MANAGEMENT
Quality Management
act of overseeing all tasks that must be accomplished to maintain a desired level of excellence.
Six Sigma
Employee Empowerment
Give authority to the employee to make decision.
Benchmarking
Practice or follow the best example.
JIT - Just in time
Get the materials immediately from the supplier when we need. It will reduce the cost of inventory.
Taguchi Concept
Design quality into the product.
Achieve quality by minimizing deviation from the target.
Measure the cost of quality as a function of deviation from the standard.
Knowledge of TQM
Tools of TQM
to measure the quality by using:
scatter diagram, cause & effect diagram, check sheet, pareto chart, flow chart, historical chart and statistical process control chart