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Ch 2: Quality in Operations & Supply Chain Management

About This Chapter

Watch video lessons and learn about the different aspects of quality in operations and supply chain management. The quizzes that follow each lesson can help you gauge your comprehension of the materials.

Quality in Operations Supply Chain Management

Quality is an intangible that nevertheless is critical to the success of a business in selling their goods and services and in forming their reputation in the marketplace. Quality alone can make or break a company. Different businesses aim for different levels of quality to meet the specific demands of their customers. Many dimensions go into what we mean by 'quality'. In this chapter, we'll take a look at quality, how it is defined, and its components. You'll begin to understand why and how quality is important to operations and supply chains. In these lessons, you'll learn things like:

  • Why there are many definitions of quality and what some of them are
  • Who made important contributions to the understanding of quality
  • How quality and productivity affect profitability
  • What are the important quality tools
  • How the consumer and producer differ in their definitions of quality
  • The five principles of Total Quality Management (TQM)
  • What to consider when implementing TQM in an organization
  • Important contributors to the concept of TQM
  • What is a quality circle
  • How quality improvement teams function
  • The different costs of quality
  • How quality management programs can affect productivity
  • What the Malcolm Baldridge award did to improve quality
  • What the ISO 9000 Certification is and why it matters

VideoObjective
Quality in Operations & Supply Chains: Definitions & DimensionsExamine the various definitions and dimensions of quality.
Major Contributors to Quality ManagementFind out about the people who influenced the field of quality management and their individual contributions.
Productivity, Quality, Profitability and the Role of ManagersExplore the relationship between productivity and quality and how these in turn affect profitability.
Quality Tools: Process Flow Charts, Pareto Analysis and MoreStudy the various quality tools and how they are utilized.
Consumer vs. Producer Perceptions of QualityAnalyze how the consumer's perception of quality differs from that of the producer.
Five Principles of Total Quality Management (TQM)Learn about the five principles of TQM and how they work.
Implementing Total Quality Management (TQM) in an OrganizationDiscover what you should consider when deciding whether to implement TQM in an organization.
Deming, Juran & Crosby: Contributors to TQMExplore the contributions to TQM of these important figures.
Quality School of Management:Kaizen and Reengineering ApproachesLearn what happens when the goal of the entire organization is to improve quality.
Quality Circle: Definition & ProcessFind out all about quality circles.
Process Improvement Teams: Function & PurposeTake a look at process improvement teams as they relate to quality.
Cost of Quality: Definition & ExamplesFind out about the different costs of quality.
The Impact of Quality Management on ProductivitySee how quality management affects productivity.
Malcolm Baldridge National Quality Award: Purpose & ImpactFind out how the Malcolm Baldridge Award impacted quality.
ISO 9000 CertificationLearn what ISO 9000 certification is and why it is important.

14 Lessons in Chapter 2: Quality in Operations & Supply Chain Management
Product Quality in Operations & Supply Chains: Definition & Dimensions

1. Product Quality in Operations & Supply Chains: Definition & Dimensions

How do you determine the quality of a product or service? In this lesson, we will discuss the various definitions and dimensions of quality and why quality is important to operations and supply chains.

Service Quality Dimensions in Operations & Supply Chains

2. Service Quality Dimensions in Operations & Supply Chains

The definition of quality has different elements when it comes to services, such as lawn mowing, child care, and car detailing. In this lesson, we will discuss the seven service quality dimensions in operations & supply chains.

Productivity, Quality, Profitability and the Role of Managers

3. Productivity, Quality, Profitability and the Role of Managers

Top-, mid- and low-level managers play a significant role in how productivity and quality affects profitability in an organization. Each level of management makes different decisions about productivity and quality that impact an organization's profitability.

Quality Tools: Process Flowcharts, Pareto Analysis & More

4. Quality Tools: Process Flowcharts, Pareto Analysis & More

Companies need tools to evaluate quality throughout their business processes. In this lesson, you will learn about the seven quality tools and how they help support operations management goals.

Consumer vs. Producer Perceptions of Quality

5. Consumer vs. Producer Perceptions of Quality

Consumers and producers each have different perspectives of a quality product. In this lesson we will discuss the different views and provides examples.

Five Principles of Total Quality Management (TQM)

6. Five Principles of Total Quality Management (TQM)

Total quality management (TQM) is achieved and becomes part of the overall organizational culture when the five principles - produce quality work the first time, focus on the customer, have a strategic approach to improvement, improve continuously and encourage mutual respect and teamwork - are practiced by all employees.

Implementing Total Quality Management (TQM) in an Organization

7. Implementing Total Quality Management (TQM) in an Organization

When an organization adopts total quality management, they are really creating a new culture of customer satisfaction and quality products and services utilizing the skills of highly qualified employees and strong supplier relations to meet and exceed organizational goals.

Deming, Juran & Crosby: Contributors to TQM

8. Deming, Juran & Crosby: Contributors to TQM

W. Edwards Deming, Joseph Juran and Philip B. Crosby are three of the most influential people involved in the shift from production and consumption to total quality management (TQM). Their work significantly impacted how industries view customer satisfaction, employee needs and supplier relations.

Quality School of Management: Kaizen & Reengineering Approaches

9. Quality School of Management: Kaizen & Reengineering Approaches

All companies strive to improve and deliver a better product. That single thought is driven by the quality school of management. In this lesson, we will learn about that school of thought and how it evolved.

Quality Circle: Definition & Process

10. Quality Circle: Definition & Process

Employees are one of the key resources to help make recommendations for improvements. In this lesson, you will learn about quality circles, their structure and steps and the responsibility of their members.

Process Improvement Teams: Function & Purpose

11. Process Improvement Teams: Function & Purpose

External consultants can be expensive. Instead, consider relying on process improvement teams to find ways to increase productivity and other positive outcomes by using the talent in your office.

Cost of Quality: Definition & Examples

12. Cost of Quality: Definition & Examples

Think that saving a few dollars on production by buying inferior goods is a good idea? Think again. This lesson on cost of quality shows that poor quality often has many added costs.

Malcolm Baldrige National Quality Award: Purpose & Impact

13. Malcolm Baldrige National Quality Award: Purpose & Impact

Winning awards is a constant, competitive goal in the business world. Let's take a look at the Malcolm Baldrige National Quality Award and discuss its purpose and impact.

ISO 9000 Certification

14. ISO 9000 Certification

An organization that is ISO 9000 certified believes in quality management systems that are focused on the needs of customers, employees, shareholders and suppliers while complying with statutory and regulatory guidelines for products and services.

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