Engineering Management - Lecture # 13
Engineering Management - Lecture # 13
Value-Based:
“Quality is the degree of excellence at an acceptable
price and the control of variability at an acceptable
cost.” Offering greater satisfaction at comparable
prices is an attribute.
Manufacturing Based Criteria
Perceived quality
Subjective assessment of quality resulting from image,
advertising, or brand names.
Car - shaped by magazine reviews-manufacturers’
brochures
PRINCIPAL QUALITY DIMENSIONS /
CHARACTERISTICS of Services
Time
Timeliness
Completeness
Courtesy
Consistency
Accessibility & convenience
Accuracy
Responsiveness
Theories of TQM
Org commitment.
Continuous training and motivation of the entire
workforce as well as integration of quality in
business planning indicate the importance of quality
and provide the means for including it in all aspects
of the firm’s activities.
TQM Philosophy (Theory to Practice)
TQM Philosophy (Knowledge
Transformation)
Continuous Quality Improvement
Model (6-sigma)
R-DMAIC-SI
Recognize
Define
Measure
Analyze
Implement
Control
Standardize and Integrate
TQM Management Tools
Management as a scientific field also requires tools to
enhance manager capability to execute management
functions efficiently & effectively.