Operations Management

Quality Management and Lean Systems
When a business produces a product or service they have to think about the quality of the product or service they are producing and what quality means to the consumer.   Quality can be defined in many ways by different people’s views.   According to the book titled Operations and Supply Chain Management by Roberta S. Russell and Bernard W. Taylor III, it states: “In the technical usage, quality can have two meanings: (1) The characteristics of a product or service that bear on its ability to satisfy stated or implied needs and (2) A product or service free of deficiencies” (Russell & III, 2014, 2011, 2008, 2005, p. 53).
There are nine dimensions of quality for manufactured products that a consumer looks for in a product.   These dimensions of quality are measured by the consumer in relation to the cost of the product.   If the consumer feels they are getting what they pay for they are more apt to be satisfied with the product.   If the quality does not meet the standards of the consumer the implications will not be good for the business, as they will lose money on the products produces.
Below are the nine dimensions of quality and what each one means:
1. Performance: This is the basic operation of the product such as, how well does it work or handle.
2. Features:   This is the extra items included in the product, in addition to the basic features.
3. Reliability:   The probability that the product will operate properly for an expected amount of time without any problems.
4. Conformance:   The degree to which a product meets pre-established standards.
5. Durability:   The length of time this product lasts before it needs to be replaced.
6. Serviceability:   The ease of getting repairs, the speed, courtesy, and competency of the person making the repairs.
7. Aesthetics:   This is how the product looks, feels, sounds, smells, and tastes.
8. Safety:   The assurance that the customer will not suffer any harm or injury from the product....