LEARNING OBJECTIVES
    • After this lecture, students will be able to 
        1. Define the term quality as it relates to products and as it relates to 
           services.
        2. Identify the determinants of quality.
        3. Explain why quality is important and the consequences of poor 
           quality.
        4. Describe TQM.
        5. Describe and use various quality tools.
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   What is quality? 
  What is quality in the context of
       Banking?
    Mobile Communication?
        Cars?
       Healthcare?
                                                                  QUALITY
    • Defining Quality
        • The totality of features and characteristics of a product or service 
          that bears on its ability to satisfy stated or implied needs (American 
          Society for Quality)
    • Different Views
        • User-based: better performance, more features
        • Manufacturing-based: conformance to standards, making it right the 
          first time
        • Product-based: specific and measurable attributes of the product 
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                                 QUALITY MANAGEMENT
    
       Quality
       The ability of a product or service to consistently meet or exceed 
          customer expectations
           
             For a decade or so, quality was an important focal point in business.  After 
             a while, this emphasis began to fade as other concerns took precedence
           
             There has been a recent resurgence in attention to quality given recent 
             experiences with the costs and adverse attention associated with highly 
             visible quality failures:
              • Auto recalls
              • Toys
              • Produce
              • Dog food
              • Pharmaceuticals
    MIS 373: Basic Operations Management                                           6