How IS promote quality

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					How IS promote quality?
Producer perspective of quality
• Quality     signifies       conformance        to
• Ex. Wristwatch manufacturer – might include a
  specification for reliability that requires 99.995
  percent of the watches will neither gain or lose
  more than one second per month. A simple tests
  enable the manufacturer to measure precisely
  against these specifications.
Customer perspective of quality
• Customers are concerned with the quality of
  the physical product – its durability, safety,
  ease of use, and installation.
• Customers are concerned with the quality of
  service, by which they mean the accuracy
  and      truthfulness      of   advertising,
  responsiveness to warranties, and ongoing
  product support.
Customer perspective of quality
• Customer concepts of quality include
  psychological aspects: the company’s
  knowledge of its products, the courtesy
  and sensitivity of sales and support
  staff, and the product’s reputation.
Total quality management
• A concept that makes quality the responsibility of
  all people within an organization.
• TQM holds that the achievement of quality control
  is an end in itself. Everyone is expected to
  contribute to the overall improvement of quality –
  the engineer who avoids design errors, the
  production worker who spots defects, the sales
  representative who presents the product properly
  to potential customers and even the secretary who
  avoids typing mistakes.
Total quality management
• TQM encompasses all of the functions
  within an organization
• Quality
  – Conformance to producer specifications and
    satisfaction of customer criteria such as quality
    of physical product, quality of service, and
    psychological aspects.
• Total quality management
  – A concept that makes quality control a
    responsibility to be shared by all people in an
• Benchmarking
  – Setting strict standards for products, services,
    or activities and measuring organizational
    performance against those standards.
• Total quality management
  – A concept that makes quality control a
    responsibility to be shared by all people in an
How IS contribute to total quality?
• IS can help firms achieve their quality goals
  – simplify products or processes
  – Meet benchmarking standards
  – Make improvements based on customer
  – Reduce cycle time
  – Increase the quality and precision of design and
Simplifying the product, the
production process or both.
• Quality programs usually have a “fewer is better”
  philosophy – the fewer steps in a process the less
  time and opportunity for an error to occur.
• Ex. Artificial intelligent system.
• When information systems helped reduce the
  number of steps, the number of errors dropped
  dramatically, manufacturing costs dropped.
• Many companies have been effective in achieving
  quality by setting strict standards for products,
  services, and other activities, and then measuring
  performance against those standards.
• To provide better information for benchmarking,
  IS specialists can work with business specialists
  either to design new systems or to analyze quality
  related data in existing systems.
Use customer demands as a guide to
improving products and services
• Improving customer service, making customer
  service the number one priority, will both improve
  the quality of the product and strengthen the
  company’s relationship with customers. Customer
  relationships and high-quality customer service
  have become even more important sources of
  strategic advantage in today’s global internet-
  fueled economy because companies find it
  difficult to differentiate themselves on the basis of
  products and prices.
Reduce cycle time

• Experience indicates that the single best
  way to address quality problems is to reduce
  the amount of time from the beginning of a
  process to its end (cycle time)
Improve the quality and precision of
the design
• Quality and precision in design will
  eliminate many producing problems.
• Computer-aided design software has made
  dramatic quality improvements possible in a
  wide range of businesses from aircraft
  manufacturing to production of razor
Increase the precision of production

• For many products, one key way to achieve
  quality is to make the production process
  more precise and decrease the variation
  from one part or component to another.
• CAD software are often includes a facility
  to translate design specifications into
  specifications both for production tooling
  and for the production process itself.

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