quality management and service quality
DESCRIPTION
A guest lecture given to Information Technology post-graduate students at Qld University of Technology by Cory BanksTRANSCRIPT
Quality Management and Service Quality
INN331: Management Issues for Information
Cory Banks
Practice Lead – Collaboration & Productivity
[email protected] | @corza
13/05/2014 INN331: Management Issues for Information 1
What does ‘quality’ look like?
Write down an example of high quality
Write down an example of poor quality
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What is quality?
A standard as measured against other things (Oxford English Dictionary)
• Criteria
• Standard
A degree of excellence
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Quality Management
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Quality AssuranceQualityControl
Quality Management System
Quality Management System
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Continuous Improvement
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PLAN
DO
CHECK
ACT
Deming Cycle Six Sigma(DMAIC)
Lean Manufacturing(5s)
Measuring Quality
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Quantitative v Qualitative
6 Falls within six standard deviations
(Efficient v Effective)
Why manage quality?
Reduce Risk
Improve Performance
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What quality management doesn’t do?
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The Future….
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