Never Stand Still Faculty of Engineering Mechanical & Manufacturing Engineering

GSOE9810 Week 1
Erik van Voorthuysen / Ron Chan
Course Overview
Lecturers:
Erik van Voorthuysen erikv@unsw.edu.au
Demonstrator:
Ron Chan ting.chan@unsw.edu.au
Online facilitators:
Sandra Cowan (contact via Moodle)
UNSW Moodle
1. Get familiar with Moodle http://moodle.telt.unsw.edu.au/
2. Keep an eye on the Announcement page.
3. Review the course outline.
4. Note down all the assessments and the minimum PASS
(PS) requirement.
5. Note down the due date/time for each assessment.
6. Be proactive.
7. PLAGIARISM matters!
Chapter 1 Differing Perspectives on Quality
Chapter Overview
What is Quality?
Differing Functional Perspectives on Quality
The Three Spheres of Quality
Other Perspectives on Quality
Arriving at a Common Perspective
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Project Quality Dimensions
Efficiency with which a product achieves its intended purpose.
Performance
Attributes that supplement the products basic performance.
Features
Perform consistently over the products useful life.
Reliability
Adherence to quantifiable specifications.
Conformance
Tolerate stress or trauma without failing.
Durability
A product is serviceable if it can be repaired easily and cheaply.
Serviceability
Subjective characteristics such as taste, feel, sound, look.
Aesthetics
Quality as the customer perceives itimage, recognition, word of
mouth.
Perceived Quality
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Project Quality Dimensions
(contd)
Physical appearance of the facility, equipment,
personnel and compunctions equipment.
Tangibles
The ability of the service provider to perform the
promised service.
Service
Reliability
The willingness of the provider to be helpful and
prompt in providing service.
Responsiveness
The knowledge and courtesy of the employees
and their ability to inspire trust and confidence.
Assurance
Caring individualized attention from the service
company.
Empathy
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality?
Why does it matter that different definitions of
quality exist?
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Differing Functional
Perspectives on Quality
Functional Perspectives include:
Engineering
Supply Chain
Operations
Strategic Management
Marketing
Financial
Human resource
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Differing Functional
Perspectives on Quality
Engineering
Applying mathematical problem-solving skills
and modelling techniques
Operations Research
Product Design Engineering
Concurrent Engineering
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Differing Functional
Perspectives on Quality
Operations Perspective
Uses the Systems View that underlies modern
Quality management thinking.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Differing Functional
Perspectives on Quality
Strategic Management
For Quality Management to be pervasive in a firm
it needed to be included in all of the firms
business processes including strategic planning.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Differing Functional
Perspectives on Quality
Financial
Deming: Quality Improvement is linked to
reduction of defects and improved organizational
performance.
Deming: Quality Improvement is linked to
reduction of defects and improved organizational
performance.
Juran: Quality related costs can result in lost sales
because of a poor reputation for reliability.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Differing Functional
Perspectives on Quality
Human Resources
It is impossible to implement quality without the
commitment and action of the employees.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Differing Functional
Perspectives on Quality
Marketing
Marketers focus on perceived quality or quality as
the customer views it.
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality?
What is Quality?
The Three Spheres of Quality
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality?
Other Perspectives on Quality:
Value-Added Perspective on Quality
Cultural Perspective on Quality
Managing Quality Integrating the Supply Chain S. Thomas Foster
What is Quality? Chapter 1 Review
There are different perspectives on quality.
There is disagreement on the definition of
quality.
Quality control, quality assurance and quality
management focus on different aspects of
quality.
Quality improvement requires a complex mix
of factors.
Managing Quality Integrating the Supply Chain S. Thomas Foster
Issue Analysis
What is the aim?
Improved return, competitiveness
Reduced risk
Identify what needs to be managed
Product quality
Reliability
Supply chain characteristics (e.g. JIT, service)
Invest & allocate resources
Need to prioritise
Source: McK&Co
Issue Analysis
Data
Observe
Measure
Experiment (design)
Hypothesis
Formulate hypotheses
Test hypothesis (predict future values)
Modify hypothesis
Source: McK&Co
Issue Analysis
Data
Observe
Measure
Experiment (design)
Hypothesis
Formulate hypotheses
Test hypothesis (predict future values)
Modify hypothesis
Source: McK&Co
Data (fact) based Decision Making
Source: McK&Co
Issue Analysis
Defines the scope of the (quality) issue
(problem)
Breaks a large problem into smaller pieces
Generates multiple possible solutions
(Hypotheses)
Suggests a path to resolving the issue
(problem)
Indicates a sequence and priority for
solving multiple issues
Comprehensive and still efficient
Source: McK&Co
Issue Tree + Process Flow Analysis
Source: McK&Co
Issue Analysis Framework
Source: McK&Co
Issue Analysis is Part of a Structured
Analytical Problem Solving Process
Source: McK&Co