Quality Management

Quality Management is a systematic approach to ensuring that an organization's products, services, and internal processes consistently meet or exceed customer expectations. As a critical component of Operations and Supply Chain Management, it moves beyond simple product inspection to encompass the entire value chain, focusing on process control, data analysis, and continuous improvement to prevent defects before they occur. By implementing principles and methodologies such as Total Quality Management (TQM) or Six Sigma, businesses aim to enhance customer satisfaction, reduce waste, increase efficiency, and ultimately build a strong competitive advantage in the marketplace.

1. Introduction to Quality Management
   1. Defining Quality
      1. Transcendent View of Quality
      2. Product-Based View of Quality
      3. User-Based View of Quality
      4. Manufacturing-Based View of Quality
      5. Value-Based View of Quality
      6. Comparative Analysis of Quality Definitions
      7. Practical Implications of Different Quality Definitions
      8. Context-Dependent Nature of Quality
   2. Historical Evolution of Quality Management
      1. Pre-Industrial Quality Concepts
         1. Guild System and Craftsmanship Standards
         2. Artisanal Production Methods
         3. Master-Apprentice Quality Transfer
      2. Industrial Revolution Impact on Quality
         1. Mass Production Challenges
         2. Standardization Requirements
         3. Division of Labor Effects
         4. Emergence of Inspection Functions
      3. Statistical Quality Control Era
         1. Introduction of Statistical Methods
         2. Walter Shewhart's Contributions
         3. Control Chart Development
         4. Statistical Sampling Techniques
      4. Total Quality Management Movement
         1. Shift from Detection to Prevention
         2. Organization-Wide Quality Focus
         3. Employee Involvement Emphasis
         4. Process-Oriented Thinking
      5. Modern Quality Management
         1. Globalization Impact
         2. Quality Standards Development
         3. Strategic Quality Integration
         4. Digital Quality Transformation
   3. Key Quality Management Pioneers
      1. W. Edwards Deming
         1. Deming's 14 Points for Management
         2. System of Profound Knowledge
         3. Theory of Variation
         4. Plan-Do-Check-Act Cycle
      2. Joseph M. Juran
         1. Juran Quality Trilogy
         2. Quality Planning Process
         3. Quality Control Methods
         4. Quality Improvement Approach
         5. Cost of Poor Quality Concept
      3. Philip B. Crosby
         1. Zero Defects Philosophy
         2. Four Absolutes of Quality Management
         3. Quality is Free Concept
         4. Prevention-Based Approach
      4. Kaoru Ishikawa
         1. Cause-and-Effect Diagram Development
         2. Quality Circle Implementation
         3. Company-Wide Quality Control
         4. Statistical Quality Control in Japan
      5. Genichi Taguchi
         1. Robust Design Methodology
         2. Taguchi Loss Function
         3. Parameter Design
         4. Tolerance Design
      6. Shigeo Shingo
         1. Poka-Yoke Development
         2. Single-Minute Exchange of Die
         3. Zero Quality Control System
         4. Source Inspection Methods
   4. Quality Dimensions and Characteristics
      1. Product Quality Dimensions
         1. Performance Characteristics
         2. Feature Completeness
         3. Reliability Measures
         4. Conformance to Specifications
         5. Durability Assessment
         6. Serviceability Requirements
         7. Aesthetic Appeal
         8. Perceived Quality Factors
      2. Service Quality Dimensions
         1. Reliability in Service Delivery
         2. Responsiveness to Customer Needs
         3. Assurance and Competence
         4. Empathy and Understanding
         5. Tangible Service Elements
         6. Consistency Across Interactions
         7. Accessibility and Availability
         8. Communication Effectiveness
   5. Cost of Quality Framework
      1. Prevention Costs
         1. Quality Training Programs
         2. Process Design and Improvement
         3. Quality Planning Activities
         4. Supplier Quality Programs
         5. Quality System Development
      2. Appraisal Costs
         1. Incoming Material Inspection
         2. In-Process Testing
         3. Final Product Inspection
         4. Quality Audits
         5. Calibration and Maintenance
      3. Internal Failure Costs
         1. Scrap and Waste
         2. Rework and Repair
         3. Production Downtime
         4. Design Changes
         5. Reinspection Costs
      4. External Failure Costs
         1. Warranty Claims and Repairs
         2. Product Returns and Replacements
         3. Customer Complaints Handling
         4. Liability Claims
         5. Lost Sales and Market Share
         6. Reputation Damage