Production Management Lesson for BSBA.pptx

Production Management Subject Prelim Lesson for BSBA

1. Quality Management WEEK 2

2. In a world where every product, service, and experience shapes our daily lives,  quality  isn’t just a goal it’s a promise. Whether it’s the smartphone that never fails us, the healthcare we trust, or the meal that delights us, behind every great outcome is a commitment to doing things right . Quality Management is the invisible force that ensures consistency, reliability, and continuous improvement in everything we rely on. It’s not just about meeting standards it’s about exceeding expectations, reducing waste, and building trust. From small businesses to global corporations, those who prioritize quality don’t just satisfy customers they inspire loyalty . But quality isn’t just a corporate strategy; it’s a mindset. It’s about caring enough to refine processes, listen to feedback, and never settle for "good enough." Because in the end, whether we realize it or not, quality touches every part of our lives and when it’s done right, it makes all the difference.

3. The Evolution of Quality Quality has always mattered whether in ancient craftsmen perfecting their trade or modern businesses competing for customer trust. But how we  achieve  quality has transformed dramatically over time.

4. The Evolution of Quality 1. The Age of Inspection (Early 20th Century) Quality control began with a simple idea:  check the final product.  Factories relied on inspectors to weed out defects but this was reactive, costly, and often too late. Mistakes were caught  after  they happened, leading to waste and frustration.

5. The Evolution of Quality 2. Statistical Quality Control (1920s-1940s) Pioneers like Walter Shewhart introduced data-driven methods, using statistics to monitor production. Instead of just inspecting finished goods, manufacturers could now predict and prevent errors. This was the birth of  process control a shift from detection to prevention.

6. The Evolution of Quality 3. Total Quality Management (1950s-1980s) Post-World War II, visionaries like W. Edwards Deming and Joseph Juran revolutionized quality by making it  everyone’s responsibility.  TQM emphasized continuous improvement, employee involvement, and customer focus. Japan’s rise as an industrial powerhouse thanks to Toyota and others proved that quality wasn’t just a department; it was a culture.

7. The Evolution of Quality 4. ISO and Standardization (1980s-Present) As globalization spread, businesses needed universal benchmarks. The ISO 9000 series emerged, providing frameworks for consistent quality management worldwide. Standards ensured that whether a product was made in Germany or Malaysia, it met the same expectations.

8. The Evolution of Quality 5. Lean & Six Sigma (1990s-Today) Combining efficiency with precision, Lean Manufacturing (inspired by Toyota) eliminated waste, while Six Sigma (pioneered by Motorola) reduced variation. Together, they created a relentless pursuit of perfection where every second and every defect mattered.

9. The Evolution of Quality 6. The Digital Revolution (21st Century) Today, AI, IoT , and real-time analytics transform quality once again. Smart factories predict failures before they happen, and customer feedback loops are instantaneous. Quality is no longer just about products it’s about  experiences,  sustainability, and ethical impact.

10. Dimensions of Quality 1. Performance What it means: How well a product or service does what it is supposed to do. Example: A car that accelerates quickly and handles well. 2. Features What it means: Extra attributes or functions that enhance the product’s appeal or usefulness beyond the basic purpose. Example: A smartphone with multiple cameras, face recognition, and wireless charging. 3. Reliability What it means: The consistency of performance over time without failure. Example: A washing machine that works perfectly for years without frequent repairs.

11. Dimensions of Quality 4. Conformance What it means: How well the product meets established standards, specifications, or requirements. Example: A medicine produced following strict pharmaceutical guidelines. 5. Serviceability What it means: How easy it is to repair or maintain the product when problems occur. Example: A laptop with replaceable battery and accessible customer service.

12. Dimensions of Quality 6. Aesthetics What it means: The product’s look, feel, sound, taste, or smell — its sensory appeal. Example: A luxury watch with an elegant design and fine craftsmanship. 7. Perceived Quality What it means: The customer’s overall impression of quality, which may be influenced by brand reputation or marketing rather than actual performance. Example: People believing an expensive brand of clothes is better because of its prestige.

13. Dimensions of Service Quality 1. Reliability Meaning: The ability to consistently deliver promised services accurately and dependably. Example: A bank processes your transactions correctly every time without errors or delays. 2 . Assurance Meaning: The knowledge, competence, and courtesy of employees, and their ability to inspire trust and confidence. Example: A doctor confidently explaining a diagnosis and treatment plan in a way that makes the patient feel safe.

14. Dimensions of Service Quality 3. Tangibles Meaning: The physical appearance of facilities, equipment, personnel, and communication materials. Example: A hotel lobby that is clean, well-decorated, and staffed with neatly dressed employees. 4 . Empathy Meaning: The ability to provide caring, individualized attention to customers. Example: A teacher noticing a student is struggling and offering extra help after class. 5 . Responsiveness Meaning: The willingness and promptness in helping customers and providing service. Example: A restaurant quickly refilling your drink without you having to ask.

15. Dimensions of Service Quality 3. Tangibles Meaning: The physical appearance of facilities, equipment, personnel, and communication materials. Example: A hotel lobby that is clean, well-decorated, and staffed with neatly dressed employees. 4 . Empathy Meaning: The ability to provide caring, individualized attention to customers. Example: A teacher noticing a student is struggling and offering extra help after class. 5 . Responsiveness Meaning: The willingness and promptness in helping customers and providing service. Example: A restaurant quickly refilling your drink without you having to ask.

16. Quality Planning This is the process of identifying what quality standards are required for a product or service and determining how to meet them. It involves setting goals, choosing processes, and allocating resources to ensure that the end result meets customer expectations from the start.

17. Quality Planning 1. Customer Satisfaction Comes First Quality begins with understanding the needs and wants of the customer. Every decision, design, and process should focus on delivering value and exceeding expectations, since customer loyalty and trust are built on consistent satisfaction.

18. Quality Planning 2 . Prevention Over Inspection Instead of waiting to find defects at the end of production, the priority is to design processes that prevent errors from happening in the first place. This saves time, money, and resources while ensuring higher reliability.

19. Quality Planning 3. Management Responsibility Leaders play a critical role in establishing a culture of quality. Management must set clear expectations, provide the necessary tools and training, and lead by example to ensure quality becomes part of the organization’s core values.

20. Quality Planning 4. Continuous Improvement Quality is not a one-time goal it’s an ongoing journey. Organizations must regularly evaluate processes, seek feedback, and innovate to keep improving efficiency, effectiveness, and customer satisfaction over time.