OM lecture 9

hello this lecture is about defining quality in operational management in this lecture we will discuss main quality definitions my main dimensions of quality examples of service quality service assurance system main gurus of quality management and will begin from main quality gurus they are next uh damage run for example deming he creates special and common courses operations 14 points to run quality in fitness for use quality trilogy thing ground quality is total field his main idea crosby also quality is free and quality have zero defects you should cover question effect diagrams he created and quality circles

and so on so and interesting fact that there is no one definition of quality but we will try to discuss the most popular of them so quality definitions first one is conformance to specifications or the degree to which a product or service meets the needs of a customer this is the one of the populous definitions or uniformity around customer defined targets or exceeding customer expectations and as you can see the customer is the most important part of the process and everything that is connected with manufacturing process servicing process communication process management process is for customer

also quality definition uh includes meets or exceeding standards so to make something that is quality we have to follow standards because in standards the main basically saying that standards gives you uh experience and gives you main approaches ways to overcome something or ways how to do something and so on also quality definition is user fit and meets user expectations and also uh technical accuracy is one of our quality main moments uh one of the main definitions of quality that it is the ability of a product or a service to consciously meet or exceed customer expectations

in most of textbooks or articles you will see this definition it is one of the most popular quality have of course some dimensions these dimensions are next first it's performance means main characteristics of the product or a service athletics or appearance feel smell taste and again it's feeling a customer mostly and special features some extra characteristics that can bring uniqueness to product or service and quality of this product or service next one is conformance how well product or service confirms to customer expectations so it solves the problem it touches or deals with pain points and

so on then reliability consistency of performance and durability useful life of the product or service and when we are talking about durability is also the experience of a customer and conformance of a customer but in a long time perspective than perceived quality indirect evaluation of qualities like reputation when you trust a company you will trust to a particular product or a service and serviceability service after sale if quality on this position in on high level of course it will uh influence on reputation of the company also service quality consists on uh convenience reliability responsiveness time

assurance uh courtesy and tangibles let's discuss these main moments of service quality and let's look on some examples example of convenience like uh was the service center convenience located reliability was the problem fixed if yes it's okay responsiveness were customer service personal willing and a uh and able to answer questions time how long did the customer wait if not long good assurance did the customer service personnel seem knowledgeable about the repair courtesy where customer service personnel and their cash friendly and quarters tangibles whereas a facility's clean and personal need definitions of quality assurance of course

as a quality there is no uh unique some unique definition that will be good for everybody but uh look at most popular first it's process of measuring quality analyzing deficiencies discovered and taking actions to improve performance followed by measuring quality again to determine whether improvement has been achieved it is a systematic cyclical activity using standards of measurement this definition is rather popular because again measuring quality analyzing this quality what is good what is not good and a lot of spheres are included in this definition next definition is all the arrangements and activities that are meant

to safeguard maintain and promote the quality next one is a systematic process for closing the gap between actual performance and desirable outcomes and the last one that quality assurance is a systematic managerial transformation designed to address the needs and opportunities of organizations that they try to cope with increasing change complexity and tension within their environments let's look at components of this system so what do we have we have inputs some processes and outcomes so like outputs and they can effect impacts and uh quality system should include everything uh some stages both on inputs on processes

and on outcomes let's look at them more deeply so in inputs it can be client expectations organizational structure trained personnel budget standards political support organizational culture all these must be seen in the beginning of the process then during processes we can see quality design planning for quality setting standards monitoring quality supervision quality improvement and accreditation if we have high level of all these processes how do you understand for example quality improvement we can match a lot of standards or uh we can use these standards inside our organization or uh we can be under accreditation and

of course it will just increase the level of quality assurance system insights organization and outcomes staff performance monitors compliance with standards increased efficiency culture of quality increased access and utilization satisfied clients and improved health outcomes standard setting um problem solving and monitoring are the main options of quality assurance system in this triangle you can see that most of organizations are aimed on these three parts but sometimes sometimes we can see quality as a little bit different triangle and this triangle can include design improvement control and between these organization can be focused on organizational restructuring process

design team based problem solving management action feedback individual action quality design planning standard setting audit quality assessment monitoring system supervision and self-evaluation so quality in general have a lot of sights and a lot of accidents and to deal with this we can use information that quality gurus can give to us one of the main quality gurus is deming and uh his main achievement that he created the main 14 points of management of course in operational management in particular these 14 principles are next first one create constancy of purpose toward quality improvement second adopt a philosophy

which expect good products and services third one course depends on inspection and build quality into the product or service fourth one don't award business solely on the basis of price tag first one improve constantly the system of production and service from time to time constantly next one institute on the job trading next one institute leadership with an aim to help people and machines do better jobs leadership is key word here leadership a little bit different from management and increasing level of leadership is one of also main objectives to do effective operational management and all other

kinds of management next one drive our fear out here um next one break down barriers between departments so communication system must be open clear and understandable for everybody then eliminate slogans exhortations and targets so it's what makes organization unique and also influence organizational culture and make people feel the company and work better as a result next one eliminate number quarters and management by objective substitute leadership next one remove barriers to pride of workmanship next one institute education and self-improvement it's very important maybe one of the most important thing to be effective and the last one

take action to accomplish that transformation but not only deeming influence quality management and effective processes that influence quality inside organization there is or also some other representatives such as joseph churron for example trilogy quality management here things that can consist of quality planning quality improvement and quality control so three main parts and one of uh also representatives is walter shepard and he created such cycle as planned do check act so and on all these four connected stages uh we can also check the quality and uh we will end today's lecture with main principles of managing

quality they are leadership client focus data teamwork and systems and process focus leadership is important because with help of leadership we can make people want to do things not have to do but want to do client focus when we are focused on client our manufacturing process communicational process will be much more effective data that is uh very important to have normal information to have good decisions teamwork and in connection with leadership team work can bring us a better result and systems and process focus uh so it must be both like system and process system elements

process stages and when we combine system approach and process approach we maximize the effectiveness and efficiency of our activities