Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Total Quality
Management
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
TQM
Wheel
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
TQM
Wheel
Customer
satisfaction
Figure 6.1
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
TQM
Wheel
Customer
satisfaction
Figure 6.1
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Customer-Driven
Definitions of Quality
Conformance to Specifications
Value
Fitness for Use
Support
Psychological Impressions
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
The Costs of
Poor Quality
Prevention Costs
Appraisal Costs
Internal Failure Costs
External Failure Costs
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Process
Final testing
Customer
Process
Final testing
Customer
Employee
Involvement
Cultural Change
Teams
Individual Development
Awards and Incentives
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Deming
Wheel
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Deming
Wheel
Plan
Figure 6.3
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Deming
Wheel
Plan
Do
Figure 6.3
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Deming
Wheel
Plan
Do
Check
Figure 6.3
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Deming
Wheel
Plan
Act
Do
Check
Figure 6.3
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Deming
Wheel
Plan
Act
Do
Check
Figure 6.3
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Reliability
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Reliability
Product reliability
rs = (r1)(r2) . . . (rn)
where
rs = reliability of the complete product
n = number of subsystems
rn = reliability of the subsystem or
component n
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Reliability
Product reliability
rs = (r1)(r2) . . . (rn)
where
rs = reliability of the complete product
n = number of subsystems
rn = reliability of the subsystem or
component n
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Reliability
Product reliability
rs = (r1)(r2) . . . (rn)
where
rs = reliability of the complete product
n = number of subsystems
rn = reliability of the subsystem or
component n
rs = (0.99)(0.90)(0.85) = 0.76
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Reliability
Product reliability
rs = (r1)(r2) . . . (rn)
where
rs = reliability of the complete product
n = number of subsystems
rn = reliability of the subsystem or
component n
rs = (0.99)(0.90)(0.85) = 0.76
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Reliability
Product reliability
rs = (r1)(r2) . . . (rn)
where
rs = reliability of the complete product
n = number of subsystems
rn = reliability of the subsystem or
component n
rs = (0.99)(0.95)(0.90) = 0.85
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Reliability
Product reliability
rs = (r1)(r2) . . . (rn)
where
rs = reliability of the complete product
n = number of subsystems
rn = reliability of the subsystem or
component n
rs = (0.99)(0.95)(0.90) = 0.85
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
The House of Quality
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
Competitive
Analysis
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
Voice of
the
Engineer
Competitive
Analysis
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
Trade-offs
Voice of
the
Engineer
Competitive
Analysis
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
Trade-offs
Voice of
the
Engineer
Competitive
Analysis
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
Trade-offs
Voice of
the
Engineer
Correlations
Competitive
Analysis
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
Trade-offs
Voice of
the
Engineer
Correlations
Competitive
Analysis
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
Trade-offs
Voice of
the
Engineer
Correlations
Competitive
Analysis
Technical Comparison
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Quality
Function
Deployment
Voice of
the
Customer
Trade-offs
Voice of
the
Engineer
Correlations
Competitive
Analysis
Technical Comparison
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Benchmarking
Planning
Analysis
Integration
Action
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Pareto Charts
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Pareto Charts
Figure 6.4
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Pareto Charts
Figure 6.5
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Pareto Charts
Figure 6.5
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Cause-and-Effect
Diagrams
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Cause-and-Effect
Diagrams
Machines
Personnel
Effect
Materials
Process
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Delayed
flight
departures
Figure 6.6
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Delayed
flight
departures
Figure 6.6
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Personnel
Passenger processing at gate
Late cabin cleaners
Unavailable cockpit crew
Late cabin crew
Delayed
flight
departures
Figure 6.6
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Personnel
Delayed
flight
departures
Late fuel
Late food service
Contractor not provided
updated schedule
Materials
Figure 6.6
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Equipment
Aircraft late to gate
Mechanical failures
Delayed
flight
departures
Late fuel
Weight/balance sheet late
Late food service
Contractor not provided
updated schedule
Materials
Procedures
Figure 6.6
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Equipment
Aircraft late to gate
Other
Mechanical failures
Weather
Delayed
flight
departures
Late fuel
Weight/balance sheet late
Late food service
Contractor not provided
updated schedule
Materials
Procedures
Source: Adapted from D. Daryl Wyckoff, New Tools for Achieving Service Quality. The Cornell Hotel and Restaurant
Administration Quarterly, November 1984, pg. 89. 1984 Cornell H.R.A. Quarterly. Used by permission. All rights reserved.
Figure 6.6
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Step 1Checklist
Step 2Pareto chart
Step 3Cause-and-effect diagram
Step 4Bar chart
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Tally
Total
A. Tears in fabric
B. Discolored fabric
C. Broken fiber board
D. Ragged edges
Total
Figure 6.7
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Tally
Total
A. Tears in fabric
B. Discolored fabric
C. Broken fiber board
D. Ragged edges
Total
Figure 6.7
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Tally
Total
A. Tears in fabric
B. Discolored fabric
C. Broken fiber board
//
D. Ragged edges
Total
Figure 6.7
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Tally
Total
B. Discolored fabric
C. Broken fiber board
//
D. Ragged edges
Total
Figure 6.7
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Tally
Total
B. Discolored fabric
C. Broken fiber board
//
D. Ragged edges
/
Total
Figure 6.7
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Tally
Total
A. Tears in fabric
////
B. Discolored fabric
///
D. Ragged edges
Total
36
7
50
Figure 6.7
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Figure 6.7
50
100
40
80
30
60
20
40
10
20
Cumulative percentage
Number of defects
Pareto Chart
Defect type
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
40
100
80
30
60
20
40
10
20
D
A
0
Figure 6.7
Cumulative percentage
Number of defects
50
B
0
Defect type
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
40
100
80
30
60
20
40
10
20
D
A
0
Figure 6.7
Cumulative percentage
Number of defects
50
B
0
Defect type
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Absenteeism
Communication
Machine maintenance
Humidity
Schedule changes
Broken
fiber
board
Machine speed
Wrong setup
Other
Process
Figure 6.7
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Bar Chart
15
10
First
Figure 6.7
Second
Shift
Third
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
ISO
14000
ISO
9000
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
Criteria for
Performance
Excellence
Category 1Leadership
Category 2Strategic Planning
Category 3Customer and Market Focus
Category 4Information and Analysis
Category 5Human Resource Focus
Category 6Process Management
Category 7Business Results
120 points
85 points
85 points
90 points
85 points
85 points
450 points
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.
36
78%
Frequency of defects
32
Figure 6.8
100%
90
80
28
70
24
60
48%
20
50
16
40
12
30
20
10
0
Label
Fill
Mix
100
Seal
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Sixth Edition 2002 Prentice Hall, Inc. All rights reserved.