Matakuliah
Tahun
: Perancangan Manajemen Mutu
: 2009
Differing Perspectives on Quality
Pertemuan 1 and 2
Chapter 1:
Differing Perspectives on Quality
Reference:
S. Thomas Foster, “Managing Quality: An Integrative
Approach”, Second Edition, Pearson Prentice Hall, New
Jersey, 2003
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Differing Perspectives on Quality
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Recognazing Different Perspectives on Quality
What Is Quality
Differing Functional Perspectives on Quality
The Three Spaheres of Quality
Other Perspectives on Quality
Arriving at a Common Understanding of Quality Using a
Contingency Perspective of Quality
• Discussion and Questions
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4
Recognazing Different Perspectives on Quality
• We all have our perceptions of the world
• There are many different definitions and dimensions of
Quality
• Perception affect every aspect of our world – including
the business world
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5
What Is Quality?
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Transcendent, Product-based, User-based, Manufacturing-based, Value-based
Product Quality Dimentions
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Performance
Features
Reliability
Comformance
Durability
Serviceability
Aesthetics
Percieved Quality
Service Quality Dimantions
Tangibles
Service Realibility
Responsiveness
Assurance
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6
Differing Functional Perspectives on Quality
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An Engineering Perspective
An Operations Pers[pective
A Strategic Management Perspective Strategy
A Marketing Perspective
A Financial Perspective
The Human Resource Perspective
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The Three Spaheres of Quality
• Quality Control
• Quality Assurance
• Quality Management
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Other Perspectives on Quality
• The Value-Added Perspective on Quality
• Cultural Perspectives on Quality
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Discussion and Questions
• Case 1-1:
– FedEx: Managing Quality Day and Night
• Case 1-2:
– Granite Rock Company: Achieving Quality Throough Employees
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