Operation Management
Lecture 1: ‘’Quality.’’
Philip Crosby (1979) ‘’conformance to requirements.’’: The extent of which a product/service meets requirements,
needs, specification of guests.
Why is Quality important?
> Good quality generates satisfied customers
- returning guests, positive image, more revenue, more profit
> It can result in competitive advantages
> Good quality reduces costs
- costs of rework, waste, complaints
Quality gap
Expectations > Perceptions = perceived Quality is poor.
Expectations = Perceptions
Expectations < Perceptions = Perceived Quality is good
Customers’ expectations through: Word-of-mouth communication, previous experience, image of goods/service.
Actual product/service: Management’s concept + specification of quality. Producing a product or delivery a service
to its design specification.
PDCA cycle:
Plan, Do, Check, Act. After measure the quality, continue to make improvements.
Total Quality Management:
Effective system to integrate quality development, maintenance and improvement to reach full customer
satisfaction.
How do you achieve the specification?
1. Define Quality Characteristics:
- Functionality restaurant, bar facilities, hotel book system
Lecture 1: ‘’Quality.’’
Philip Crosby (1979) ‘’conformance to requirements.’’: The extent of which a product/service meets requirements,
needs, specification of guests.
Why is Quality important?
> Good quality generates satisfied customers
- returning guests, positive image, more revenue, more profit
> It can result in competitive advantages
> Good quality reduces costs
- costs of rework, waste, complaints
Quality gap
Expectations > Perceptions = perceived Quality is poor.
Expectations = Perceptions
Expectations < Perceptions = Perceived Quality is good
Customers’ expectations through: Word-of-mouth communication, previous experience, image of goods/service.
Actual product/service: Management’s concept + specification of quality. Producing a product or delivery a service
to its design specification.
PDCA cycle:
Plan, Do, Check, Act. After measure the quality, continue to make improvements.
Total Quality Management:
Effective system to integrate quality development, maintenance and improvement to reach full customer
satisfaction.
How do you achieve the specification?
1. Define Quality Characteristics:
- Functionality restaurant, bar facilities, hotel book system
